Job Description:
- Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues.
- Investigates, analyzes, coordinates, and tracks moderately complex customer issues.
- Conducts research as needed.
- Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
- Creates and maintains logs, reports, records, and files.
- Makes proactive calls to determine issues requiring close attention, identifies problems, and works through to resolution.
- May interface with an offshore call center to answer questions on processes or specialized situations. May perform order fulfillment.
- Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers.
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
- Performs other duties as assigned, such as special projects.
Job Qualifications Education, Experience, Knowledge, and Skills:
- High school diploma or equivalent
- Typically requires 2+ years related experience (college education may count for related experience)
- Works under limited supervision
- Responsible for completing assigned tasks within guidelines.
- No direct reports
- Industry or functional experience is highly preferred.
- Requires extensive knowledge of the company’s products and services.
- Strong MS Office skills: May need to create spreadsheets and presentations.
- Excellent verbal and written communication skills
- Excellent customer service skills
- Intermediate math skills
- Advanced problem-solving skills
- Ability to work under pressure and remain flexible to changing schedules and demands.
- Ability to understand, respond, and resolve a wide range of customer issues that are complex in nature.