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Service Excellence Representative

2 months ago

Upland, California, United States Southland Data Processing, Inc. Full time

Position Overview:

The Customer Service Representative plays a crucial role in the Client Services department, responsible for making informed decisions on a daily basis. This includes managing schedules, processing requests, training staff, resolving customer inquiries, and handling various related tasks in alignment with departmental and company policies.

Key Responsibilities:

  • Exhibit a strong commitment to our service vision by delivering exceptional client support and achieving one-call resolutions autonomously.
  • Master both fundamental and advanced payroll concepts to ensure accurate service delivery.
  • Utilize knowledge of ancillary services and product solutions to assist clients effectively, understanding their organizational goals.
  • Independently manage advanced timekeeping setups and perform GL setups as required.
  • Prioritize tasks efficiently, managing multiple responsibilities while working independently.
  • Utilize resources effectively to meet deadlines and keep stakeholders informed of progress.
  • Demonstrate excellent communication skills and collaborate effectively within a team environment.
  • Follow up on open client cases to ensure resolution and satisfaction.
  • Handle various tasks simultaneously, including phone calls, emails, and data entry.
  • Assist in the transition of new clients to the Customer Service team.
  • Maintain comprehensive support documentation in the designated knowledge repository.
  • Exhibit leadership qualities by fostering a team-oriented atmosphere.
  • Address and de-escalate challenging customer situations, providing thoughtful solutions to enhance their experience.

Qualifications:

Successful candidates will possess a proven track record of effective communication, sound judgment, and the ability to innovate in a fast-paced environment. A commitment to providing quality service is essential.