Kforce is immediately adding a full-time Customer Service Representative in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Boise, ID. Responsibilities: * Validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources * The Customer Service Representative will monitor the service event through completion for compliance * Manage the service requests of customers through different access channels * Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management * Provide resolution and feedback based on analysis * Leads in projects for process or quality improvements and documents changes * Works with escalated customers and drives actions in post incident reviews * Manages multiple tasks or cases simultaneously without supervision * Acts as a mentor and may provide some supervision of other non-exempt employees * May provide input on training material for new and existing processes * Provide training to new and existing employees as needed * Process expert and subject matter expert on standard and nonstandard delivery types * The Customer Service Representative will oversee compliance with operating procedures and standards * Process analysis and documentation