Customer Service Representative

4 weeks ago

Downers Grove, Illinois, United States Stenograph Full time
About Stenograph

Stenograph LLC is a world-renowned leader in the legal transcription industry, boasting a legacy of excellence spanning 85 years. As a trusted industry leader, we empower legal and transcription professionals with cutting-edge technology and a comprehensive suite of innovative solutions. Our team's extensive knowledge, experience, and dedication have earned us a reputation for delivering exceptional quality and customer satisfaction.

Our Mission

At Stenograph, we are committed to providing our customers with the highest level of service and support. We strive to exceed expectations by delivering prompt, friendly, and quality resolutions to customer concerns. Our team is dedicated to maintaining a high level of customer satisfaction, ensuring that our customers receive the best possible experience.

Job Summary

We are seeking a highly skilled and customer-focused Customer Care Representative to join our team. As a Customer Care Representative, you will be responsible for ensuring quality, friendly, and prompt resolutions to customer concerns. You will satisfy external and internal customer concerns by processing orders, collecting payments, clarifying information, correcting billing issues, and tracking shipments using resources within all internal departments and external sources while appropriately documenting in Stenograph databases. The position reports to the Customer Care Team Lead and receives inbound Customer Service and Operator calls.

Key Responsibilities

  • Respond to internal and external customer concerns received via call center, writing, email, social media, etc. regarding order status, quality of product, billing issues, and company policies.
  • Document all activities, conversations, and commitments regarding customers in Navision.
  • Operator duties include routing incoming calls to the appropriate party.
  • Minimize length of calls while efficiently providing quality and friendly service and effectively contributing to telephone coverage for external and internal customers.
  • Process/Audit orders and contracts entered on the Stenograph website and internally.
  • Maintain corporate database(s) with updated information.
  • Ability to understand and interpret customer scenarios, how they impact the database, and how to resolve effectively to best serve the customer and Stenograph.
  • Administrative support for the District Sales Managers'.


Financial and Operational Tasks

  • Assist customers by tracking and rerouting shipments through Federal Express, approve returns and issue authorization numbers to customers, assist customers with replacement product(s), identify patterns of frequent returns and replacements.
  • Issue price adjustments and refunds.
  • Understanding of company policy and the ability to communicate to internal and external customers.
  • Database maintenance and corrections.
  • Process credit cards and checks.
  • Enforce past-due and collections policies.
  • Apply payments, manage account reconciliations, and collection follow-up.


Team Management

  • Work collaboratively with their direct peers as well as with departments throughout the company.
  • Contribute to team's success by communicating information verbally, electronically, and through database documentation.
  • Ability to manage time and the urgency of priorities within their job responsibilities which may be variable depending on the time of day and time of month.


Qualifications

  • High school graduate or equivalent with at least three years of related experience.
  • A knowledge of general office practices and procedures, good writing and problem-solving skills.
  • Ability to communicate effectively verbally, and the capability to make basic decisions according to established policy.
  • Working knowledge of Microsoft Windows operating system and a thorough knowledge of word processing and spreadsheet software, specifically Microsoft Office Applications.
  • Experience with ERP and CRM applications.
  • Be available to perform these duties within the company's defined business hours for customer service, 8 AM to 4:30 PM CST, working in-office in Downers Grove, IL. Hybrid work schedule.


EOE M/F/D/V

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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