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Senior Administrative Support Specialist

3 months ago

Troy, United States Edcor Data Services LLC Full time
Job DescriptionJob DescriptionSalary: $16-$18 Hourly


Summary:

Edcor is seeking a Senior Administrative Support (Data Entry/Document Management) Specialist who is responsible for providing exceptional customer service to customers inquiring about their tuition assistance program requests, payment requests and other program related questions. Customer Service Representatives are the front line for our customers and the face of Edcor.


Essential Duties and Responsibilities: (Other duties may be assigned)

  • Responds consistently to all customer questions with complete and correct information
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Utilize a variety of tools developed to assist Customer Service Representatives in providing accurate and consistent information
  • Ability to meet or exceed expectations of job performance which includes contact monitors, Key Performance Indicators (KPI), and Service Level Agreements (SLA)
  • Responsible for complying with established Company policies and procedures
  • Keeps equipment operational by following established procedures; reporting malfunctions
  • Updates job knowledge by participating in educational opportunities
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments


Additional Administrative Support Specialist Duties:

  • Performs administrative transactional tasks such as correcting document coding to allow for processing, notifying participants of document receipt issues and managing special purpose email boxes used for document receipt
  • Assists with offline duties including mail processing and scanning, processing refunds and auditing documents, entering manual payments and processing appeals
  • Manages several service request “ticket” processes
  • Understands the pivotal role between accurate document processing, call center volumes and client satisfaction
  • Works well in a team environment; able to perform other work-related duties as assigned


Skills/ Qualifications:

  • Excellent grammar and typing skills
  • Effective written communication skills
  • Able to navigate effectively through multiple applications using a multi-screen computer environment
  • Customer focus with attention to detail
  • Problem solving mindset getting to the right answer quickly
  • Able to multi-task efficiently and effectively


Job Requirements:

  • High School Diploma or equivalent
  • 2 to 5 years of customer service experience, preferably within a document processing environment and ideally within a lead/mentorship role
  • Basic Computer knowledge (Microsoft Suite, Adobe, Internet Explorer, etc.)
  • Ability to follow written and/or verbal direction


Pay / Location:

  • $16 - $18/hour + quarterly quality bonus, depending on experience
  • In office - Troy, Michigan