Customer Service Rep

Title: Customer Service Representative

Job Summary

Responsible for providing customer support through the course of daily production activities. Utilize a designated central tool to capture all customer inquiries, issues and associated resolutions.

Essential Functions and Responsibilities

* Effectively partner with all internal groups in order to deliver against Service Level Agreements and Customer Agreements.

* Apply customer centered judgment when working through breaks in process or deliverables and escalate them through constant communication to internal partners.

* Analyze and interpret current/historical transaction data.

* Demonstrate an ability to effectively perform/complete inquiries and responses that must comply with strict regulatory/legal guidelines.

* Questions missing and inconsistent data and seek alternative options to resolve complex inquiries.

* Partner with production and peers to ensure appropriate data for transactions are received timely to meet SLA s.

* Develop and demonstrate a comprehensive understanding of the essential business functions.

* Escalate issues to Customer Relations and key internal partners as required.

* Organize and maintain control of voluminous files and documents related to client inquiries or requests.

* Analyze, research, and respond to telephone inquiries.

* Provide follow-up/call backs to resolve open issues. Serve as backup to additional functions in the unit when required.

Key Skills

* Persuasive communication skills necessary to collect essential information, answer questions, and direct callers to appropriate personnel in a professional and courteous manner

* Developed interpersonal skills necessary to establish and maintain effective working relationships with co-workers, other business areas and government agencies as required

* Planning and organizational skills necessary to coordinate workload around complex, multiple assignments

* Intermediate knowledge of computerized applications, for example, word processing, spreadsheet, database, and presentation software

Minimum Qualifications

* High School diploma or GED

* 2 years client services experience

Physical Requirements

Physical demands with activity or condition requiring a considerable amount of time include sitting and typing/keyboarding using a computer (i.e., keyboard, mouse, and monitor) or adding machine. Physical demands may include walking, carrying, reaching, standing, and stooping. May require occasional lifting/lowering, pushing, or pulling up to 25 lbs.

Pay Disclosure:

The pay range for this position starts at $19.00/hr.; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.