Title: Service Center Liaison - Health & Welfare
Location: United States-Michigan-Allen Park
Other Locations: null
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Supports delivery of contractual and internal performance standards
•Supports Cross Functional/Cross Benefits customer service delivery model, out of scope services and change requests
•Acts as escalation point for client when presented with individual customer issues that pertain to customer service entirely
•Shares clients knowledge and needs with customer service team
•Support and/or deliver client-specific training to customer service team
•Develops knowledge and content management strategy with accountability for customer service desktop tools and Client Center site
•Provides and promotes innovative operational strategies and improvements that result in quantifiable value to the client
•Develops actions plans to reduce number of escalations
•Identification of knowledge and training gaps from internal and client feedback, domains and survey results
Develops and executes plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes
Ability to effectively problem solve and identify steps that provide relevant and related actions
Represents customer service perspective and influence decisions by integrating with domains, client and shared services
Manages and responds directly to client escalated issues
Effective multi-tasker and demonstrates time-management in a high volume setting
Works well independently and with others
Experience in Health and Welfare and/or Defined Benefit, Defined Contribution industry preferred
Ability to identify improvement opportunities and manage projects to drive change
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Normally receives little instruction on day-to-day work, general instructions on new assignments.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
A seasoned, experience professional with a full understanding in area of call center operations and/or administration; resolves a wide range of issues in creative ways.
Typically requires a minimum of 5 years of related experience. (Health & Welfare Benefits, Retirement Benefits and 401K.)
ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail toaccommodations@acs-inc.com.
