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Kforce Case Management Representative in Atlanta, Georgia

Kforce has a client in search of a Case Management Representative in Atlanta, GA.Summary:This position will manage the customer service escalations for anything that goes awry with a delivery. The escalations are usually managed via email and needs immediate attention resolution found in an expedited manner. Candidates will need to understand there are 3 sides of every customer service escalation (Customer, Store, and Delivery Crew). Candidates will need to investigate and really dig into the customer service escalation ticket from the start to see if they can see were the real issue lays in order to find a true solution to the original escalation. Identifying root cause in a customer service escalation is key in order to find a successful resolution.Duties Include:

  • Provide guidance on procuring goods and services

  • Support with the purchasing process

  • Review and approve requisitions

  • Review and analyze usage reports

  • Maintain system for tracking purchased equipment

  • Monitor open purchase orders

  • Assist with the reconciliation of expenditures

  • Assist in maintenance of training material

  • Handles 36ish tickets per agent a day

  • Peak season Black Friday, Spring Black Friday and 4th of July

  • Needs Case Management and Issue Resolution experience

  • Customer Service background

  • Multitasking

  • Conflict resolution; Almost all the escalations are managed via email

  • Candidate must be able to understand the written word

  • Must be able to articulate the resolutions via email

  • Last line of defense before a customer service escalation reaches the VPs

  • Looks for candidates that and write clearly and understand the written and spoken word

  • Flexible

  • Shows empathy

  • Action oriented

  • High level of customer service (vendors, merchants, business partners, actually customer)

  • Team player

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:0.00Maximum Compensation:0.00