Job Tittle: Client Services Associate (Hybrid)
Duration: 6 Months (Temp to Hire)
Location: Austin, DFW, Oxford, MS or Rochester, NY. Also Colorado
Note
- Training is 8-5 CST (4 weeks).
- Once out of training hours will be anywhere from 7a - 7p and the candidates must be able to work during those hours with no exceptions.
- This is a Hybrid with 1 day required in office. Day of the week varies based on site and may change with business need. As of right now the one day a week in the office is Tuesday for DAL/AUS/ROC and Wednesday for OXF.
Job Description
- Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues. Investigates, analyzes, coordinates, and tracks moderately complex customer issues.
- Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
- Creates and maintains logs, reports, records, and files.
- Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.
- May interface with offshore call center to answer questions on process or specialized situations.
- May perform order fulfillment. Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers.
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
- Performs other duties as assigned, such as special projects.
Job Qualifications Education, Experience, Knowledge, And Skills
- High school diploma or equivalent
- Typically requires 2+ years related experience (college education may count for related experience)
- Works under limited supervision
- Responsible for completing assigned tasks within guidelines.
- No direct reports
- Industry or functional experience highly preferred
- Requires extensive knowledge of the company’s products and services.
- Strong MS Office skills: May need to create spreadsheets and presentations.
- Excellent verbal and written communication skills
- Excellent customer service skills
- Intermediate math skills
- Advanced problem-solving skills
- Ability to work under pressure and remain flexible to changing schedules and demands.
Ability to understand, respond and resolve a wide range of customer issues that are complex in nature