The Client Solutions Center (CSC) Resolution Team Specialist (RTS) handles escalated Client issues directly from Client Solutions Center Representatives (CSCR) to ensure service excellence standards are being met by providing coaching, assisting with questions, and resolving escalated issues.
The RTS assists the Client Solutions Center Supervisors with supporting CSCRs to make certain accurate information is being provided. This position will be a liaison to the CSCR on the floor by being available to service CSCR with complicated issues and ensuring that the team excels in all areas.
In addition, the RTS will work with various departments to find timely and accurate resolutions to Client and Health Coach (HC) issues. Responsible to resolve, track, identify, and communicate with Clients, HCs, and Management to ensure the Ultimate Client Experience is delivered and trending is quickly identified and surfaced to the proper channels.