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Customer Support Senior Associate
2 months ago
Customer Support Senior Associate
Overview
Gainwell Technologies is seeking a dedicated Customer Support Senior Associate to enhance our customer service operations. This role is pivotal in ensuring that our clients receive timely and effective assistance.
Key Responsibilities
- Respond to incoming calls and address fundamental customer inquiries, directing calls to the appropriate departments as necessary.
- Document call details in the account history, ensuring accurate records of customer interactions and follow-up actions.
- Investigate customer queries and provide responses to relevant stakeholders promptly.
- Facilitate customer requests through various communication methods, including fax, phone, and mail.
- Handle calls in a manner that meets or surpasses established service level agreements (SLAs).
- Maintain accurate account histories by recording calls and processing requests with thorough documentation.
- Manage the distribution of incoming and outgoing correspondence for multiple clients, adhering to service level agreements.
- Perform data entry tasks and ensure documents are matched to the correct accounts for up-to-date information.
- Collaborate with team members, management, and clients regarding customer service matters.
- Conduct weekly reviews of client reports to ensure data accuracy and integrity, submitting findings to management.
- Evaluate and suggest improvements to procedures and workflows to enhance transaction processing efficiency.
Qualifications
Basic Requirements
- High school diploma or equivalent.
- A minimum of two years of experience in customer service or related telephone roles.
- Familiarity with organizational functions and personnel.
- Proficient in using fax machines, computer applications, and telephone systems.
- Experience with help desk software is preferred.
Additional Skills
- Strong analytical and problem-solving abilities.
- Excellent communication skills.
- Ability to work autonomously.
- Capability to follow both verbal and written instructions.
Work Environment
This position is based in an office setting and may require flexible working hours.
