Copy of Customer Service Representative II

2 weeks ago

Shelby, United States Casco International Inc Full time
Job Type

Full-time

Description

Job Title: Customer Service Representative II

Reports to: Client Service Manager

FLSA Status: Non-Exempt

Effective Date: 06.28.2024

Position Summary

Duties and responsibilities include providing a prompt and professional service to clients to ensure efficient operation of the department. Support managers, and clients through a variety of tasks related to organization and communication.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond promptly and professionally to client inquiries through phone or email correspondence

• Proactively take ownership of customer issues and follow problems through to resolution

• Collaborate with other departments to achieve organizational goals and resolve customer issues

• Foster positive relationships with our clients, account managers and sales team as their primary point of contact

• Proactively maintain an updated knowledge of the organization's products, services, and customer service policies

• Document client interactions when necessary, compiling documents and forwarding information to interested parties

• Proactively resolve client disputes on orders and escalations in a timely manner

• Proactively research account program issues and questions posed by clients using internal resources

• Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program

• Work closely with Data Team in getting problems resolved with data from clients

• Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts

• Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills

• Submit change requests via case or ticket process to IT, Finance, and Implementation

• Explain simply and clearly in response to client questions and check for client understanding and acceptance

• Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits

• Assist clients by demonstrating programs and answering any questions they may have

• Train clients on how to use the platform

• Demonstrated strong organizational skills and attention to detail

• Proactively review and familiarize your accounts prior to Account Audit and to proactively contribute to the Audit

• Client oriented mindset and demonstrated ability to adapt/respond to diverse types of personalities - including ability to handle high-pressure situations

• High energy and positive "can-do" attitude; Actively seeks feedback to improve performance

• Participate in training opportunities provided by the organization

• Required to pass skill assessment testing after training and on a quarterly basis

• Receive and implement customer feedback to improve service quality

• Establish and maintain good rapport with clients by using positive language and anticipating their needs.

Requirements

Education

High school diploma or general education degree (GED) required; Associate degree or higher strongly preferred and a minimum of 5+years of previous client service experience or business office experience is required; or equivalent combination of education and experience with an emphasis in client service.

Skills/Experience

• Required: Ability to effectively follow company policies

• Required: Professional communication skills, both written and verbal

• Required: Ability to write and read correspondence

• Required: Proficiency with Microsoft Office suite of products

• Required: Intermediate ability to create and/or update spreadsheets, and other company documents of various types

• Required: Ability to demonstrate accuracy and thoroughness

• Required: Ability to multi-task with accuracy

• Required: Expert customer service skills, over the phone and in person, with our customers and internal departments

• Required: Efficient time management skills

• Required: Intermediate decision making

• Required: Intermediate organizational skills

• Required: Ethical conduct

• Required: Intermediate generating of creative solutions

• Required: Excellent verbal communication and interpersonal skills

• Required: Ability to maintain a calm and polite manner in stressful situations

• Required: Ability to effectively analyze information and to make sound business decisions based off of information provided

• Required: Professionalism

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