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Customer Support Representative III

2 months ago

Topeka, United States Kansas Action for Children Full time

Job Description

At KHI, we provide innovative software solutions and world-class support, connecting buyers and sellers in the aviation and marine government and commercial markets. We specialize in payment and credit management for Government to Business (G2B) companies across the globe, setting the stage for the future of omni-channel G2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers. This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The CSR III will provide leadership, mentoring and assist with directing day to day activities for the customer support team. The CSR III will be responsible for organizing the training and have the ability to train all aspects of processes, systems and procedures within the team. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization. Principal Duties and Responsibilities of Customer Support Representative III Meet or exceed all criteria and expectations of a CSR II. Facilitate team huddles/update sessions. Establish new hire schedule and assist with training. Responsible for timely and accurate completion of workshare projects. Department system super user. Assist in focusing team where needed by monitoring wallboards for calls, ticket queues and workshare projects and reporting and metrics to ensure the team meets Service Level Agreements and Service Level Standards. Subject Matter Expert in multiple programs. Represent team in cross functional meetings and customer visits. Responsible for exceeding customer expectations in all requests. Continuous improvement specialist e.g.: Lean, Six Sigma, Agile. Proactively identify cross-program process enhancements that will improve enterprise results and efficiencies. Lead the execution of defined strategies. Assist in improving team quality assurance and client satisfaction scores by providing coaching when appropriate on customer interactions. Ensure that the team meets assigned deadlines and response time expectations for both internal and external customers. Responsible for ensuring that department breaks, schedules, vacations, and vacancies are covered to ensure no compromise in coverage. May be asked to participate in the interview process for new personnel. Responsible for accurate and dedicated maintenance of CRM account details (i.e. master data). Organize and develop training materials. Collaborate with Leadership in assessment of performance vs. expectations and make recommendations for ongoing training and development so that the representatives will be proficient in their job and be able to provide a professional point of contact for our customers. Identify and make recommendations to Leadership on modifications to policies and procedures established for maximum effectiveness in delivering exceptional quality support while minimizing the negative financial and operational impacts. Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Assist with coordinating internal departments to find the root cause of any issues. Actively participate in leadership development opportunities. Conduct on-site merchant, customer or client visits as needed to provide elite care, focus to resolve issues, develop relationship rapport and foster increased use of the program. Collaborate with Leadership and Account Management for client quarterly business reviews by providing in depth knowledge of issues and challenges, insight and feedback, offering recommendations on anticipated growth (new acquisitions or increased volume through the program; non-program customers that may benefit from the program: and discuss known customer/merchant procedural and /or system changes; work with team and Leadership to create action plans from feedback received from client to improve program and client satisfaction. Coordinate assistance from internal departments to address program challenges impacting clients, customers and merchants, including after hours on call issues and incident management. Lead change and influence team members to positively adapt to change. Daily Tasks All expectations should be consistently demonstrated in an accurate, comprehensive and timely manner. Answer external and internal inquires via phone, email, etc. (e.g. data entry, reimbursement reconciliation, dispute resolution, transaction processing issues, process/procedure questions.) Prepare billings to be sent. Complete account and user updates. Send confirmation/approval communications. Complete account onboarding steps. Create and distribute applicable new launch announcements and welcome packets/letters/cards. Request assistance by internal departments to address applicable program issues impacting clients, merchants and customers. Schedule client, customer and merchant training sessions tailored to needs. Execute processing, billing and card embossing jobs for all applicable programs. Provide feedback to Supervisor for annual reviews. Assist Supervisor with department schedule.

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