As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. 
The Intelligent Citizen Services (ICS) Customer Service Associate leverage call center experience, customer service skills, problem solving, and attention to detail to deliver a positive customer experience. The Associate will primarily support the Tier2 environment by handling T2 level customer inquiries, resolve complex cases, and support their T1 Agent peers in protocol clarifications. The right candidate will enjoy leveraging research, critical thinking and collaboration to deliver high quality options and solutions to clients and colleagues.
Key Responsibilities:
Analyze historical and current case details for solving moderate to complex problems through to resolution
Independently manage a case load
Utilize SOPs and Job Aids effectively to work and close cases/tasks in adherence to client guidelines
Update Accenture tools as needed/required for your respective team to report productivity
Maintain a high level of customer service with a willingness to be proactive in communication with customers, colleagues, and leadership
Answer incoming phone calls, chats, and/or emails
Conduct outreach phone calls and emails
Recognize and follow call flows with scripts
Maintain compliance and adhere to quality standards aligned to reduce operational risk
Protect the privacy of clients while using multiple data sources and systems
Other duties as assigned
Role Requirements:
Operates: M-F, shifts between 7:00 am – 7:00 pm MST
Shift schedule: daily hours and shifts vary
Role is remote