Customer Service Representative II

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

• 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

• 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/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

Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.