Customer Service Representative

$46,592 - $56,992/Yr

Accenture - Boston, MA

Full-time

Boston, MA

Professional, Scientific, and Technical Services

About the position

As a Customer Service New Associate in Intelligent Citizen Services (ICS) at Accenture, you will leverage your customer service skills and call center experience to enhance the customer experience for clients. This role involves interacting directly with clients, providing outstanding service, and utilizing various online tools to manage customer inquiries and issues. You will be part of a diverse team dedicated to driving business transformation and delivering innovative solutions.

Responsibilities

• Interact face to face live with walk in clients
• Provide outstanding customer service
• Recognize and follow in-person communication flows with scripts
• Review and analyze member paperwork, forms, and activity within multiple online tools and systems
• Relay research findings and outcomes to customers
• Track and monitor the status for open requests using multiple online tools and systems
• Identify and escalate appropriate issues
• Clearly document customer information and encounters in logs
• Recognize and alert management of risk and trends
• Quickly transition from one task to another
• Maintain a professional demeanor
• Collaborate with internal and external teams to research and resolve issues for members
• Answer member questions as needed
• Answer incoming phone calls, chats, and/or emails if needed and as assigned
• Conduct outreach phone calls and/or emails if needed and as assigned
• Other duties as assigned

Requirements

• Minimum of 2 years' of customer service experience
• Minimum of 6 months' experience in the Accenture Health and Public Services sector

Nice-to-haves

• Microsoft Office experience to include Excel, Word, Outlook, Teams, and Microsoft
• Former Transaction Processing Experience
• Former Data Entry Experience

Benefits

• Competitive rewards
• Access to benefits programs
• World-class learning resources