Turning Point Global Solutions

Customer Support

• Research and resolve provider inquiries in a timely and professional manner.
• Respond to incoming inquiries from providers via phone or in writing.
• Accurately document all inquiry activities in the designated reporting system.
• Provide written responses as required.
• Utilize client operating systems effectively.
• Identify process deficiencies and recommend improvements.
• Track and report workloads daily, weekly, and monthly.
• Complete assigned tasks accurately and on schedule and meet quality standards.
• Participate in achieving team and operational goals and support special projects.
• Actively engage in training and team development activities and complete training assessments on time.

Customer Service Representative

• Receiving and responding to customer service requests, and managing requests through timely completion.
• Providing ticketing and functional support, including opening vendor trouble tickets, and routing the request to next appropriate support level.
• Effectively documenting and classifying service requests, maintaining records of correspondence received and responded to.
• Supporting all day-to-day Customer Service related activities for the government client including triage and escalation procedures as necessary.