Customer Service Representative II

4 months ago

Shelby, United States Casco International 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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