Customer Service Representative II

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.

• The Partner Advocate will update and maintain partner account plans and help identify areas for improvement that require additional support
• Respond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiry
• Identify and anticipate solutions to individual Partner trends by documenting and tracking communications
• Provide superior customer service for the full life cycle of the Partnership
• Help sustain team metrics around call wait times, email response times, and time to close out escalated inquires
• Submit 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 receipt
• Support new partner deployment activities to ensure seamless transition/hand off of the relationship from Partner Acquisition to PSG
• Provide partner feedback to support with expansion and/or replacement efforts
• Clear understanding of the vetting and credentialing processes for all programs
• Ensure staffing levels are met and facilitate on-boarding of new partner EAs
• Identify and report problems relating to Customer Satisfaction and Operational Performance
• Assist in the collecting of feedback on Partner Satisfaction and retention
• Support various partner communications
• Perform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basis
• Update and maintain account plans, confidential records and data
• Understanding of contractual AQL’s and ability to effectively communicate

• US citizenship required
• Bachelor’s degree or relevant experience in a customer service or similar field
• Experience preparing analysis and reports for upper management regarding status of projects
• Ability to meet and obtain all required security credentials and training requirements to operate propriety software and systems
• Able to work during program operational hours including weekends
• Experience with advanced Excel functions to include pivot tables, charts, formulas, and related analytical functions
• Must be able to travel occasionally by air as needed to attend meetings, training, and workshops
• Ability to work independently and remotely with minimal direct day-to-day supervisor interaction
• Must have excellent highly developed written and oral communication skills
• Ability to manage issues and problems of medium to high complexity, and refer and escalate more complex issues to higher-level staff if necessary
• Ability to diffuse and professionally respond to escalated situations
• Ability to establish and maintain effective relationships with partners
• High degree of drive and initiative
• Ability to multitask and deal with ever changing priorities in a fast-paced work environment
• Team player attitude with excellent interpersonal skills and the ability to work as a member of a virtual team
• Able to complete a wide variety of tasks within the time constraints of each assignment
• Proficient in Microsoft Outlook, Word, and Excel with intermediate experience in PowerPoint
• Excellent analytical, problem-solving skills, and attention to detail
• Extensive knowledge of applicable Federal and State programs in all supported territories
• Proven ability to build and maintain working relationships with team members, colleagues, and other program stakeholders
• Ability to work within a matrixed and geographically distributed organization