Location: all cities,WA, USA
Title: Customer Service Representative
Job Summary
Responsible for providing customer support through the course of daily production activities. Utilize a designated central tool to capture all customer inquiries, issues and associated resolutions.
Essential Functions and Responsibilities
* Effectively partner with all internal groups in order to deliver against Service Level Agreements and Customer Agreements.
* Apply customer centered judgment when working through breaks in process or deliverables and escalate them through constant communication to internal partners.
* Analyze and interpret current/historical transaction data.
* Demonstrate an ability to effectively perform/complete inquiries and responses that must comply with strict regulatory/legal guidelines.
* Questions missing and inconsistent data and seek alternative options to resolve complex inquiries.
* Partner with production and peers to ensure appropriate data for transactions are received timely to meet SLA s.
* Develop and demonstrate a comprehensive understanding of the essential business functions.
* Escalate issues to Customer Relations and key internal partners as required.
* Organize and maintain control of voluminous files and documents related to client inquiries or requests.
* Analyze, research, and respond to telephone inquiries.
* Provide follow-up/call backs to resolve open issues. Serve as backup to additional functions in the unit when required.
Key Skills
* Persuasive communication skills necessary to collect essential information, answer questions, and direct callers to appropriate personnel in a professional and courteous manner
* Developed interpersonal skills necessary to establish and maintain effective working relationships with co-workers, other business areas and government agencies as required
* Planning and organizational skills necessary to coordinate workload around complex, multiple assignments
* Intermediate knowledge of computerized applications, for example, word processing, spreadsheet, database, and presentation software
Minimum Qualifications
* High School diploma or GED
* 2 years client services experience
Physical Requirements
Physical demands with activity or condition requiring a considerable amount of time include sitting and typing/keyboarding using a computer (i.e., keyboard, mouse, and monitor) or adding machine. Physical demands may include walking, carrying, reaching, standing, and stooping. May require occasional lifting/lowering, pushing, or pulling up to 25 lbs.
Pay Disclosure:
The pay range for this position starts at $19.00/hr.; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.