Customer Service Representative


Contract to Cash Accounting

Job Description:

As the frontline of support for our internal and external customers, SCI Customer Service Agents must provide a personalized and competent customer service experience.  Responsibilities include responding to inquiries, resolving complaints, and providing contractual information via multiple communication channels (i.e. phone, email etc.).  In addition, Customer Service Agents perform a variety of administrative tasks such as communicating with field locations, account maintenance, and processing customer correspondence.  Other duties include assisting with special projects that arise throughout the year.

Primary Responsibilities:

·      Manage incoming calls while maintaining a high level of professionalism and responds to questions with positive language

·      Patiently and attentively listen to customer concerns and questions with the goal of identifying a resolution

·      Maintain product/process knowledge and ensures confidence when responding to customers  

·      Clearly communicates responses while leaving nothing to doubt

·      Complies to privacy and regulatory guidelines while assisting customers

·      Responds to billing inquiries, quotes balance and payoff information and processes paid in full notifications  

·      Accepts payments by phone, updates contact information, and respond to correspondence

·      Track Call Incidents via computer software

·      Ensure Service Level as well as otherKey Performance Indicators (KPI’s) are met daily

·      Liaise with other departments to ensure inquiries resolved efficiently & timely

·      Refer advanced cases to management for resolution; providing background information as necessary

·      Maintain processes and procedures for the Customer Service Team

·      Consistently keep supervisor and manager informed of new or arising issues, statuses of projects, tasks and deadlines

·      Analyze processes to provide, develop and implement process improvements


Qualifications and Skills:

·      Call Center or 2 years of customer service experience preferred

·      Excellent verbal and written communication skills

·      Excellent listening and empathy skills

·      Dedication to customer satisfaction

·      Proficient knowledge of computer software (Word, Excel) and office systems

·      Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

·      Flexibility to work different shifts(including evenings, weekends, or holidays

·      Exceptional organizational skills, detailed oriented with a high sense of urgency

Customer Service Representative


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