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Contact Center Specialist
3 months ago
Snapshot:
Contract for four months / likely to extend
$20 an hour
Hybrid - two days from home in Westminster, CO
Prior Contact Center / High level customer support required
Customer Claims Representative
We are seeking a dedicated and skilled Intermediate-Level Customer Claims Representative to join our client's dynamic and global shared services team. As a Customer Claims Representative, you will be responsible for effectively managing and resolving customer disputes and concerns in a timely and satisfactory manner. Your role will involve investigating internal and external customer complaints and claims, communicating with various internal teams, and ensuring that customer issues are resolved in alignment with company policies and customer satisfaction goals.
This role is a hybrid model in Westminister, Colorado.
- Customer Claims Representative ResponsibilitiesComplicated Dispute Resolution: Investigate and resolve more complicated customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.
- Collaboration: Liaise with internal teams such as sales, order admin, product managers, financial controllers, credit & collections, cash applications, and operations to gather relevant information and collaborate on finding appropriate solutions to customer disputes.
- Problem Solving: Analyze complex situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the company's best interests.
- Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the company's CRM system.
- Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.
- Continuous Improvement: Provide feedback & insights to management on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes.
- Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.
- Tax Corrections: Issue credits/debits to correct taxing errors.
- Special Projects: Participate in testing scenarios for special internal system enhancements.
- Customer Claims Representative Qualifications2-4 Year Degree preferred; additional education or training in claims processing, business administration, accounting/finance, software delivery or supply chain management is a plus.
- 1-2 years experience in claims management, accounting, order administration, sales support, or related work is preferred but not mandatory.
- Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related field is preferred.
- Empathetic and patient approach to handling customer concerns and resolving disputes.
- Strong organizational skills, attention to detail and accuracy in data entry and order processing.
- Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
- Problem-solving and critical-thinking abilities to resolve order-related issues effectively.
- Experience with a top tier Enterprise resource planning (ERP) system a plus.
- Familiarity with Salesforce CRM systems and other relevant software applications a plus.
- Experience with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, Data Load a plus.
- Strong problem-solving skills and the ability to think critically in high-pressure situations.
- Exercise sound judgment to resolve issues, and proactive problem-solving w/strong attention to detail.
- Ability to provide high-quality administrative support and multitask effectively.
Abilities and Skills You'll Master:
- Gained experience with Salesforce and Oracle.
- Good understanding of reverse logistics/accounting and overall company Order-to-Cash processes.
- Good understanding of and adherence to trade compliance and revenue recognition compliance.
- Basic understanding of tax corrections.
- Excellent customer service skills.
Compensation: $19-$20/hr. (DOE)Benefits
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
About VanderHouwen
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.
