Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Provides functional guidance, training and assistance to lower level staff.

Provides assistance, training and troubleshooting support to lower level staff.

Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.

Prepares standard reports to track workload, response time and quality of input.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

All other duties as assigned.

Customer Care Analyst: (Applies to job code 150050)

Responsible for the timely reporting, escalation and resolution of day-to-day operational problems.

Coordinates Call Center Operations service delivery activities with assigned internal clients.

Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity.

Develops and recommends quantitative measures and performance metrics.

Manages ad hoc technical projects requested by assigned internal client.

All other duties as assigned.

To apply please go to: www.acs-inc.com  and respond to REQUISITION #31826



ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 or by sending an e-mail to [Click Here to Email Your Resumé].

• Location: Nashville, TN
• Compensation: $9.50 per hour
• Principals only. Recruiters, please don't contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.

Candidates must apply to the position online to be considered.

Good verbal & written communication skills

Candidates must be 18 years of age or older and have a high school diploma or GED

Hires are required to pass a drug screen and background check.

Must be able to pass our call center assessments.

6 months of call center experience required.

Applicants should have a stable job history, with minimal gaps.