Customs and Border Protection Officers

**The Opportunity**

Responsible for preparing the donor, donor area and equipment for the pheresis processors.

You will report to the Assistant Center Manager.

**The Role**

+ Prepares the autopheresis machine for the pheresis process.

+ Monitor the donor and the pheresis process, responds to specific alarms or signals that may occur during the process.

+ Disconnect the donor when the process is complete.

+ Maintain alertness and awareness to any reaction donor may have during or after the pheresis process and notifies appropriate staff.

+ Use Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.

+ Use PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.

+ Alerts Group Leader or Supervisor of donor flow issues.

+ Ensure the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).

+ Understand the policies and procedures associated with hyper immune programs at the center if applicable.

+ Maintain clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.

+ Maintain confidentiality of all personnel, donor and center information.

+ May be cross-trained in other areas to meet the needs of the business.

+ Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

+ Perform job-related duties as assigned.

**Your skills and experience**

**Education**

High school diploma or equivalent required

**Experience**

+ Minimum of three (3) months’ work experience, preferably in medical or health provider environment or equivalent combination of education and experience

+ Will perform basic math calculations

**Working Conditions**

(physical & mental requirements)

+ Understand, remember and apply oral and/or written instructions

+ Understand and follow basic instructions and guidelines

+ Must be able to see and speak with customers and observe equipment operation.

+ Occasionally perform tasks while standing and walking up to 100% of time

+ Reach, bend, kneel and have high level of manual dexterity

+ Occasionally be required to lift and carry up to 25 pounds

+ Fast paced environment with frequent interruptions

+ Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens · Required to wear Personal Protective Equipment while performing specific tasks or in certain areas

+ Required to work overtime and extended hours to support center operational needs

**Our Benefits**

For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp .

**About CSL Plasma**

CSL Plasma is one of the world's largest collectors of human plasma. Our work helps to ensure that people with rare and serious diseases are able to live normal, healthy lives. We are committed to our work because lives depend on us. Learn more about CSL Plasma (https://www.cslplasma.com/about-csl-plasma) .

**We want CSL to reflect the world around us**

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion (https://www.cslplasma.com/careers/diversity-and-inclusion) at CSL.

**Do work that matters at CSL Plasma!**

R-247382

CSL makes all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, gender, pregnancy, disability, marital status, sexual orientation, gender identity, genetic information, military status, protected veteran status (specifically status as a disabled veteran, recently separated veteran, armed forces service medal veteran, or active duty wartime or campaign badge veteran) or other classification protected by applicable US federal, state or local law. CSL complies with all applicable employment laws, including but not limited to Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act, the Fair Labor Standards Act, and the Immigration Reform and Control Act. https://www.cslbehring.com/careers/eeo-statement

**The Opportunity**

Responsible for preparing the donor, donor area and equipment for the pheresis processors.

You will report to the Assistant Center Manager.

**The Role**

+ Prepares the autopheresis machine for the pheresis process.

+ Monitor the donor and the pheresis process, responds to specific alarms or signals that may occur during the process.

+ Disconnect the donor when the process is complete.

+ Maintain alertness and awareness to any reaction donor may have during or after the pheresis process and notifies appropriate staff.

+ Use Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.

+ Use PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.

+ Alerts Group Leader or Supervisor of donor flow issues.

+ Ensure the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).

+ Understand the policies and procedures associated with hyper immune programs at the center if applicable.

+ Maintain clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.

+ Maintain confidentiality of all personnel, donor and center information.

+ May be cross-trained in other areas to meet the needs of the business.

+ Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

+ Perform job-related duties as assigned.

**Your skills and experience**

**Education**

High school diploma or equivalent required

**Experience**

+ Minimum of three (3) months’ work experience, preferably in medical or health provider environment or equivalent combination of education and experience

+ Will perform basic math calculations

**Working Conditions**

(physical & mental requirements)

+ Understand, remember and apply oral and/or written instructions

+ Understand and follow basic instructions and guidelines

+ Must be able to see and speak with customers and observe equipment operation.

+ Occasionally perform tasks while standing and walking up to 100% of time

+ Reach, bend, kneel and have high level of manual dexterity

+ Occasionally be required to lift and carry up to 25 pounds

+ Fast paced environment with frequent interruptions

+ Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens · Required to wear Personal Protective Equipment while performing specific tasks or in certain areas

+ Required to work overtime and extended hours to support center operational needs

**Our Benefits**

For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp .

**About CSL Plasma**

CSL Plasma is one of the world's largest collectors of human plasma. Our work helps to ensure that people with rare and serious diseases are able to live normal, healthy lives. We are committed to our work because lives depend on us. Learn more about CSL Plasma (https://www.cslplasma.com/about-csl-plasma) .

**We want CSL to reflect the world around us**

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion (https://www.cslplasma.com/careers/diversity-and-inclusion) at CSL.

**Do work that matters at CSL Plasma!**

R-247381

CSL makes all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, gender, pregnancy, disability, marital status, sexual orientation, gender identity, genetic information, military status, protected veteran status (specifically status as a disabled veteran, recently separated veteran, armed forces service medal veteran, or active duty wartime or campaign badge veteran) or other classification protected by applicable US federal, state or local law. CSL complies with all applicable employment laws, including but not limited to Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act, the Fair Labor Standards Act, and the Immigration Reform and Control Act. https://www.cslbehring.com/careers/eeo-statement

**The Opportunity**

Responsible for preparing the donor, donor area and equipment for the pheresis processors.

You will report to the Assistant Center Manager.

**The Role**

+ Prepares the autopheresis machine for the pheresis process.

+ Monitor the donor and the pheresis process, responds to specific alarms or signals that may occur during the process.

+ Disconnect the donor when the process is complete.

+ Maintain alertness and awareness to any reaction donor may have during or after the pheresis process and notifies appropriate staff.

+ Use Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.

+ Use PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.

+ Alerts Group Leader or Supervisor of donor flow issues.

+ Ensure the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).

+ Understand the policies and procedures associated with hyper immune programs at the center if applicable.

+ Maintain clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.

+ Maintain confidentiality of all personnel, donor and center information.

+ May be cross-trained in other areas to meet the needs of the business.

+ Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.

+ Perform job-related duties as assigned.

**Your skills and experience**

**Education**

High school diploma or equivalent required

**Experience**

+ Minimum of three (3) months’ work experience, preferably in medical or health provider environment or equivalent combination of education and experience

+ Will perform basic math calculations

**Working Conditions**

(physical & mental requirements)

+ Understand, remember and apply oral and/or written instructions

+ Understand and follow basic instructions and guidelines

+ Must be able to see and speak with customers and observe equipment operation.

+ Occasionally perform tasks while standing and walking up to 100% of time

+ Reach, bend, kneel and have high level of manual dexterity

+ Occasionally be required to lift and carry up to 25 pounds

+ Fast paced environment with frequent interruptions

+ Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens · Required to wear Personal Protective Equipment while performing specific tasks or in certain areas

+ Required to work overtime and extended hours to support center operational needs

**Our Benefits**

For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp .

**About CSL Plasma**

CSL Plasma is one of the world's largest collectors of human plasma. Our work helps to ensure that people with rare and serious diseases are able to live normal, healthy lives. We are committed to our work because lives depend on us. Learn more about CSL Plasma (https://www.cslplasma.com/about-csl-plasma) .

**We want CSL to reflect the world around us**

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion (https://www.cslplasma.com/careers/diversity-and-inclusion) at CSL.

**Do work that matters at CSL Plasma!**

R-247378

CSL makes all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, gender, pregnancy, disability, marital status, sexual orientation, gender identity, genetic information, military status, protected veteran status (specifically status as a disabled veteran, recently separated veteran, armed forces service medal veteran, or active duty wartime or campaign badge veteran) or other classification protected by applicable US federal, state or local law. CSL complies with all applicable employment laws, including but not limited to Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act, the Fair Labor Standards Act, and the Immigration Reform and Control Act. https://www.cslbehring.com/careers/eeo-statement

**Job ID Number**

R4226

**Employment Type**

Full time

**Worksite Flexibility**

Remote

**Job Summary**

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

**Job Description**

We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** .

**What You’ll Do**

+ Provide General IT end-user support

+ Utilize excellent customer service skills and exceed customers’ expectations.

+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

+ Properly escalate unresolved issues to the next level of support with strong supporting documentation

+ Following documented processes to resolve customer issues.

+ Ensure proper recording, categorization, documentation, and closure of all tickets.

+ Analyze the impact and urgency of customer’s issues and prioritize appropriately.

+ Recommend procedure modifications or improvements.

+ Drive positive results in Customer Experience through timely responses and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Preserve and grow your knowledge of Service Desk procedures, products, and services.

+ May perform other job duties as directed by Team Lead or Service Delivery Leader

**What You’ll Need**

Required:

+ 6-12 months’ experience in a Service Desk role and/or technical support role

+ 6-12 months of customer service experience in a professional industry

+ High School Diploma or GED

+ Bilingual in English and Portuguese languages (both written and oral)

+ Strong troubleshooting and documentation skills

+ Excellent customer service skills

+ Strong attention to detail and strong communication skills (both written and oral)

+ Excellent work ethic

+ Problem-solving skills

+ Solution driven

+ Ability to work weekdays from 6:00am – 2:30pm EST

Preferred:

+ Associate degree preferred in related field.

**Physical Demands**

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

\#LI-AE1

**Reasonable Accommodation Statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

**Equal Employment Opportunity Policy Statement**

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

**Job ID Number**

R4201

**Employment Type**

Full time

**Worksite Flexibility**

Remote

**Job Summary**

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

**Job Description**

We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **short-term contract** and **remote** .

**What You’ll Do**

+ Provide General IT end-user support

+ Utilize excellent customer service skills and exceed customers’ expectations.

+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

+ Properly escalate unresolved issues to the next level of support with strong supporting documentation

+ Following documented processes to resolve customer issues.

+ Ensure proper recording, categorization, documentation, and closure of all tickets.

+ Analyze the impact and urgency of customer’s issues and prioritize appropriately.

+ Recommend procedure modifications or improvements.

+ Drive positive results in Customer Experience through timely responses and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Preserve and grow your knowledge of Service Desk procedures, products, and services.

+ May perform other job duties as directed by Team Lead or Service Delivery Leader

**What You’ll Need**

Required:

+ 6-12 months’ experience in a Service Desk role and/or technical support role

+ 6-12 months of customer service experience in a professional industry

+ High School Diploma or GED

+ Bilingual in English and Portuguese languages (both written and oral)

+ Strong troubleshooting and documentation skills

+ Excellent customer service skills

+ Strong attention to detail and strong communication skills (both written and oral)

+ Excellent work ethic

+ Problem-solving skills

+ Solution driven

+ Ability to work weekdays from 8:00am – 4:30pm EST

Preferred:

+ Associate degree preferred in related field.

**Physical Demands**

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

\#LI-AE1

**Reasonable Accommodation Statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

**Equal Employment Opportunity Policy Statement**

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

**Job ID Number**

R4215

**Employment Type**

Full time

**Worksite Flexibility**

Remote

**Job Summary**

As a Service Desk Anlayst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

**Job Description**

We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both English and French speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** .

**What You’ll Do**

+ Provide General IT end-user support

+ Utilize excellent customer service skills and exceed customers’ expectations.

+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

+ Properly escalate unresolved issues to the next level of support with strong supporting documentation

+ Following documented processes to resolve customer issues.

+ Ensure proper recording, categorization, documentation, and closure of all tickets.

+ Analyze the impact and urgency of customer’s issues and prioritize appropriately.

+ Recommend procedure modifications or improvements.

+ Drive positive results in Customer Experience through timely responses and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Preserve and grow your knowledge of Service Desk procedures, products, and services.

+ May perform other job duties as directed by Team Lead or Service Delivery Leader

**What You’ll Need**

Required:

+ 6-12 months’ experience in a Service Desk role and/or technical support role

+ 6-12 months of customer service experience in a professional industry

+ High School Diploma or GED

+ Bilingual in English and French languages (both written and oral)

+ Strong troubleshooting and documentation skills

+ Excellent customer service skills

+ Strong attention to detail and strong communication skills (both written and oral)

+ Excellent work ethic

+ Problem-solving skills

+ Solution driven

+ Ability to work weekdays from 2:00am – 10:30am EST

Preferred:

+ Associate degree preferred in related field.

**Physical Demands**

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

\#LI-AE1

**Reasonable Accommodation Statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

**Equal Employment Opportunity Policy Statement**

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

**Job ID Number**

R4216

**Employment Type**

Full time

**Worksite Flexibility**

Remote

**Job Summary**

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

**Job Description**

We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** .

**What You’ll Do**

+ Provide General IT end-user support

+ Utilize excellent customer service skills and exceed customers’ expectations.

+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

+ Properly escalate unresolved issues to the next level of support with strong supporting documentation

+ Following documented processes to resolve customer issues.

+ Ensure proper recording, categorization, documentation, and closure of all tickets.

+ Analyze the impact and urgency of customer’s issues and prioritize appropriately.

+ Recommend procedure modifications or improvements.

+ Drive positive results in Customer Experience through timely responses and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Preserve and grow your knowledge of Service Desk procedures, products, and services.

+ May perform other job duties as directed by Team Lead or Service Delivery Leader

**What You’ll Need**

Required:

+ 6-12 months’ experience in a Service Desk role and/or technical support role

+ 6-12 months of customer service experience in a professional industry

+ High School Diploma or GED

+ Bilingual in English and Portuguese languages (both written and oral)

+ Strong troubleshooting and documentation skills

+ Excellent customer service skills

+ Strong attention to detail and strong communication skills (both written and oral)

+ Excellent work ethic

+ Problem-solving skills

+ Solution driven

+ Ability to work weekdays from 6:00am – 2:30pm EST

Preferred:

+ Associate degree preferred in related field.

**Physical Demands**

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

**Reasonable Accommodation Statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

**Equal Employment Opportunity Policy Statement**

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

**Job ID Number**

R4256

**Employment Type**

Full time

**Worksite Flexibility**

Remote

**Job Summary**

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

**Job Description**

We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **6-month contract** and **remote** .

**What You’ll Do**

+ Provide General IT end-user support

+ Utilize excellent customer service skills and exceed customers’ expectations.

+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

+ Properly escalate unresolved issues to the next level of support with strong supporting documentation

+ Following documented processes to resolve customer issues.

+ Ensure proper recording, categorization, documentation, and closure of all tickets.

+ Analyze the impact and urgency of customer’s issues and prioritize appropriately.

+ Recommend procedure modifications or improvements.

+ Drive positive results in Customer Experience through timely responses and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Preserve and grow your knowledge of Service Desk procedures, products, and services.

+ May perform other job duties as directed by Team Lead or Service Delivery Leader

**What You’ll Need**

Required:

+ 6-12 months’ experience in a Service Desk role and/or technical support role

+ 6-12 months of customer service experience in a professional industry

+ High School Diploma or GED

+ Bilingual in English and Portuguese languages (both written and oral)

+ Strong troubleshooting and documentation skills

+ Excellent customer service skills

+ Strong attention to detail and strong communication skills (both written and oral)

+ Excellent work ethic

+ Problem-solving skills

+ Solution driven

+ Ability to work weekdays from 8:00am – 4:30pm EST

Preferred:

+ Associate degree preferred in related field.

**Physical Demands**

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

\#LI-AE1

**Reasonable Accommodation Statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

**Equal Employment Opportunity Policy Statement**

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Description:

Customer service representative working in a call center environment Handling inbound calls and some follow up calls Answers calls and questions on prior authorization, general questions and some confidential information Great customer service with high level attention to detail. Entering information accurately Measured on Quality and Accuracy might range from 50-100 calls a day depending on complexity. Utilize multiple systems and programs to track information and update communication with customers

Skills:

PBM, Healthcare, customer service, medicare, call center, metrics, inbound, medical, doctor, physician, pharmacy

Top Skills Details:

PBM, Healthcare, customer service, medicare, call center, metrics, inbound, medical, doctor, physician, pharmacy

Additional Skills & Qualifications:

1 year of call center tenure of 1 year in jobs Candidates must have the following - no jumpy resumes (client will not approve jumpy resumes) - at least a year of high volume call center experience in last 2-3 years - typing at least 30wpm call center scenarios 75% there are the tests to use in IKM Typing Test - One Space Version (1min) Call Center - Telephone Skills - computer knowledge and skills

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

**Position Overview**

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Personal Banker, you will strengthen customer relationships with a defined sales process. You will spend most of your time as a personal banker, engaging customers in sales conversations in order to identify appropriate financial solutions. This position, within PNC's Retail Branch Banking Network, is based in Phoenix, AZ at the Central and Southern branch. Bilingual Spanish Required.

**Job Description**

+ Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.

+ Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.

+ Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.

+ Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.

+ Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

+ **Customer Focused** - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

+ **Managing Risk** - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

To learn more about this opportunity, please watch this video (https://content.pncmc.com/live/pnc/aboutus/recruiting/videos/OC\_BranchBankerRecruitment%20MASTER\_UPDATED%20MARCH2022.mp4) .

**Qualifications**

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

**Preferred Skills**

Accountability, Banking, Client Loyalty, Customer Experience (CX), Customer Service, Identifying Opportunities, Leveraging Technology, Proactive Sales

**Competencies**

Banking Products, Digital Awareness, Effective Communications, Managing Multiple Priorities, Matrix Management, Problem Solving, Prospecting., Retail Lending, Selling., Understanding Customer Needs

**Work Experience**

Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

**Education**

No Degree

**Certifications**

No Required Certification(s)

**Licenses**

Candidates being considered for this position will be subject to additional background checks as required by Consumer Financial Protection Bureau regulations.

**Benefits**

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.

_*For more information, please click on the following links:_

Time Away from Work (https://www.pncbenefits.com/timeaway.html)

_PNC Full-Time Benefits Summary_

_PNC Part-Time Benefits Summary (https://www.pncbenefits.com/pt-benefits-overview.html)_

**Disability Accommodations Statement**

If an accommodation is required to participate in the application process, please contact us via email at [email protected] . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

**Equal Employment Opportunity (EEO)**

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

**California Residents**

Refer to the California Consumer Privacy Act Privacy Notice (https://content.pncmc.com/live/pnc/aboutus/HR/Onboarding/PNC\_CCPA\_Privacy\_Disclosure\_Employee.pdf) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.