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Research Engagement / Customer Support Operations

Iconma

Fort Myers, FL

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JOB DETAILS
SALARY
$13.82–$16.82 Per Hour
SKILLS
Communication Skills, Consulting, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Service Operations, Customer Support/Service, Customer/Client Research, Detail Oriented, English Language, Establish Priorities, Health Plan, Information Technology & Information Systems, Maintenance Services, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Record Keeping, Team Player, Time Management, Training/Teaching, Writing Skills
LOCATION
Fort Myers, FL
POSTED
1 day ago
Our client, a Information Technology (IT) Research and Consulting company, is looking for a Research Engagement / Customer Support Operations for their Fort Myers, FL / Irving, TX / Hybrid location.
 
Responsibilities:
  • The primary responsibility of the role is to support Client Research Engagement Services team with the timely processing of internal and external email volume.  Additional responsibilities include service request creation and routing of requests to the appropriate internal teams.
  • Monitoring assigned email boxes and promptly processing emails into Client CRM database during working hours.
  • Creating Service Requests (SRs) in Client CRM system as the requests are received.
  • Monitoring a general queue for SRs and promptly routing them to the appropriate teams
  • Provide training and shadowing for new associates in this role.
  • Maintaining a record of emails processed
  • Experience an upbeat, positive culture.
  • Teamwork, integrity, objectivity, and a client focused mindset are central to our values.
  • Work with teammates and build strong working relationships with the Client Research & Advisory Expert community.
  • Receive unlimited access to all Client research content.
 
Requirements:
  • Completed Bachelor's Degree is required.
  • Excellent written and verbal communication skills
  • Ability to provide world-class service by engaging directly with internal partners and clients
  • Strong customer service mindset
  • Strong time management and organizational skills
  • Ability to prioritize tasks effectively
  • Attention to detail
  • Ability to use problem solving skills to highlight urgent issues, when needed.
  • Ability to learn new systems and tools quickly
  • Ability to work independently and as part of a team
  • Ability to work with cross functional teams
  • Preferred: Prior work experience in customer service
  • Preferred: Experience working across multiple time zones
  • Bachelor's degree
Skills:
  • Organizational Skills
  • Time Management
  • Problem Solving
  • Database
  • CRM
  • Languages:
  • English – Speak / Read / Write
  • EMAIL PROCESSING
  • SERVICE REQUEST CREATION
  • ABILITY TO WORK INDEPENDENTLY
  • TIME MANAGEMENT
  • ORGANIZATIONAL SKILLS
  • EXPERIENCE WORKING ACROSS MULTIPLE TIME ZONES
  • CRM
  • ATTENTION TO DETAIL
  • PROBLEM SOLVING
  • ABILITY TO LEARN NEW SYSTEMS AND TOOLS QUICKLY
  • TEAMWORK
  • CUSTOMER SERVICE
  • CROSS-FUNCTIONAL COLLABORATION
  • PRIOR WORK EXPERIENCE IN CUSTOMER SERVICE
  • Languages: English (Speak, Read, Write)
 
Why Should You Apply?

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/

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