Customer Support Associate

2 days ago


Mission, Kansas, United States ACERTUS Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Support Associate to join our team at ACERTUS. As a key member of our Client Support team, you will be responsible for providing exceptional support to our clients and internal teams through inbound phone calls and ticket activity.

Key Responsibilities
  • Execute on action items from inbound calls, internal tickets, and external tickets to provide concierge service levels to clients and internal teams.
  • Maintain the highest level of customer service through research, timely responses, follow-up, and resolution of issues.
  • Work closely with cross-functional teams to achieve company objectives and address client needs.
  • Represent ACERTUS in a professional manner, aligning with core policies and procedures.
  • Utilize internal resources to investigate, evaluate, and resolve issues in a timely and accurate manner.
  • Develop long-term solutions and process improvements with partners.
  • Participate in ongoing training and development for self and other partners.
  • Maintain SLAs for inbound call answer times and ticket response times.
  • Provide best-in-class customer service to internal teams and external clients.
Requirements
  • Bachelor's Degree preferred.
  • Proficient in Microsoft Office programs, Zendesk, and other general office equipment.
  • Strong project management skills.
  • Ability to map out processes to gain efficiencies.
  • Ability to analyze data and make decisions.
  • Organized thinker with exceptional attention to detail.
  • Excellent communication skills, both verbally and in writing.
  • Ability to effectively organize and prioritize work, as well as concentrate on multiple tasks simultaneously.
  • Knowledge of the vehicle title and licensing process.
Benefits
  • Medical, Dental, and Vision Insurance starting on the 1st of the month following your start date.
  • Company Paid Time Off.
  • 8 Company Paid Holidays.
  • 401(k) with auto enrollment at 3% on the 1st of the month following your start date.
  • Casual Dress Code.


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