Welcome page Returning Candidate? Log back in! Customer Service Representative II Job Locations US-GA Req ID 2024-7522 Category Customer Service/Support Type Full-Time Regular Security Access Level Access 2: US Citizenship (Dual Allowed) / TSA Approval / Federal Programs Work Schedule Core Business Hours Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities The Partner Advocate will update and maintain partner account plans and help identify areas for improvement that require additional supportRespond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiryIdentify and anticipate solutions to individual Partner trends by documenting and tracking communicationsProvide superior customer service for the full life cycle of the PartnershipHelp sustain team metrics around call wait times, email response times, and time to close out escalated inquiresSubmit Enrollment Center Change Requests (CRM) such as planned closures, hours of operation updates, system upgrades, point of contact updates, etc.Monitor and/or submit approved supply requests and follow through on receiptSupport new partner deployment activities to ensure seamless transition/hand off of the relationship from Partner Acquisition to PSGProvide partner feedback to support with expansion and/or replacement effortsClear understanding of the vetting and credentialing processes for all programsEnsure staffing levels are met and facilitate on-boarding of new partner EAsIdentify and report problems relating to Customer Satisfaction and Operational PerformanceAssist in the collecting of feedback on Partner Satisfaction and retentionSupport various partner communicationsPerform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basisUpdate and maintain account plans, confidential records and dataUnderstanding of contractual AQL’s and ability to effectively communicate Qualifications US citizenship requiredBachelor’s degree or relevant experience in a customer service or similar fieldExperience preparing analysis and reports for upper management regarding status of projectsAbility to meet and obtain all required security credentials and training requirements to operate propriety software and systemsAble to work during program operational hours including weekendsExperience with advanced Excel functions to include pivot tables, charts, formulas, and related analytical functionsMust be able to travel occasionally by air as needed to attend meetings, training, and workshopsAbility to work independently and remotely with minimal direct day-to-day supervisor interactionMust have excellent highly developed written and oral communication skillsAbility to manage issues and problems of medium to high complexity, and refer and escalate more complex issues to higher-level staff if necessaryAbility to diffuse and professionally respond to escalated situationsAbility to establish and maintain effective relationships with partnersHigh degree of drive and initiativeAbility to multitask and deal with ever changing priorities in a fast-paced work environmentTeam player attitude with excellent interpersonal skills and the ability to work as a member of a virtual teamAble to complete a wide variety of tasks within the time constraints of each assignmentProficient in Microsoft Outlook, Word, and Excel with intermediate experience in PowerPointExcellent analytical, problem-solving skills, and attention to detailExtensive knowledge of applicable Federal and State programs in all supported territoriesProven ability to build and maintain working relationships with team members, colleagues, and other program stakeholdersAbility to work within a matrixed and geographically distributed organization Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

IDEMIA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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