Scan your resume against ATS criteria for this Partner Advocate- Eastern Time Zone (Customer Service) role at IDEMIA.
IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more
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The Partner Advocate will update and maintain partner account plans and help identify areas for improvement that require additional support
Respond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiry
Identify and anticipate solutions to individual Partner trends by documenting and tracking communications
Provide superior customer service for the full life cycle of the Partnership
Help sustain team metrics around call wait times, email response times, and time to close out escalated inquires
Submit Enrollment Center Change Requests (CRM) such as planned closures, hours of operation updates, system upgrades, point of contact updates, etc.
Monitor and/or submit approved supply requests and follow through on receipt
Support new partner deployment activities to ensure seamless transition/hand off of the relationship from Partner Acquisition to PSG
Provide partner feedback to support with expansion and/or replacement efforts
Clear understanding of the vetting and credentialing processes for all programs
Ensure staffing levels are met and facilitate on-boarding of new partner EAs
Identify and report problems relating to Customer Satisfaction and Operational Performance
Assist in the collecting of feedback on Partner Satisfaction and retention
Support various partner communications
Perform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basis
Update and maintain account plans, confidential records and data
Understanding of contractual AQL’s and ability to effectively communicate
Ability to work independently and remotely with minimal direct day-to-day supervisor interaction
Must have excellent highly developed written and oral communication skills
Ability to manage issues and problems of medium to high complexity, and refer/escalate more complex issues to higher-level staff if necessary
Ability to diffuse and professionally respond to escalated situations
Ability to establish and maintain effective relationships with partners
High degree of drive and initiative
Ability to multitask and deal with ever changing priorities in a fast-paced work environment
Team player attitude with excellent interpersonal skills and the ability to work as a member of a virtual team
Able to complete a wide variety of tasks within the time constraints of each assignment
Proficient in Microsoft Outlook, Word and Excel with intermediate experience in PowerPoint
Excellent analytical, problem-solving skills and attention to detail
Extensive knowledge of applicable Federal and State programs in all supported territories
Proven ability to build and maintain working relationships with team members, colleagues, and other program stakeholders
Ability to work within a matrixed and geographically distributed organization
The US base hourly range for this position is $21.63-33.65/hr + benefits. While candidates are not typically hired at or near the top of the range, all compensation decisions are based on the specific facts and circumstances of each hire. Final offers may vary depending on factors such as skills, qualifications, experience, and geographic location.
Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.
vision of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent be
How to apply for Partner Advocate- Eastern Time Zone (Customer Service) at IDEMIA?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
The salary for this role is $21.63-33.65 per annum.
What experience is required?
This position is open to freshers and experienced candidates.
Is this position still open?
Yes, currently active and accepting applications.
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Partner Advocate- Eastern Time Zone (Customer Service)
IDEMIA · US
