Description

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.

Education

Any Graduate