Customer Service Specialist

JOB RESPONSIBILITIES  

Assists with and supports campaign(s) and account inventory statistics on a daily basis.

Supports assigned campaign area(s) as directed by Supervisor.

Understands key performance indicators (KPIs), service metrics, calling schedules, account types and inventory, reporting documents, staffing, and any other items as it relates directly to assigned campaign(s).

Reports detailed campaign results outlining performance variances and may recommend process improvements.  May compile and submit on a “Scorecard”.

Participates in monthly first party provider calls and internal call monitoring sessions to ensure constructive feedback is provided as needed.

Researches, resolves, and addresses assigned by Supervisor; identifies and transfers items to the correct department(s) for resolution.

Assists with interactions between company and first party provider’s IT department when appropriate to resolve reporting discrepancies, systems upgrades and modifications, and all other ad-hoc tasks.

Assists with First party Provider’s staff in determining designated campaign(s) metrics.

May act as the liaison between SCI and assigned first party providers on specific tasks and assignments.

EDUCATIONAL/EXPERIENCE/MINIMUM Requirements

Education:

High school diploma  

Experience:

Some experience in Collections and/or Customer Service or equivalent experience in a related discipline

Knowledge, Skills & Abilities:

Knowledge of basic accounting principles.

General understanding of corporate business methodology in support of company objectives.

Flexible and adaptable to a fast-paced environment.

Strong communication and interpersonal skills.

Proficient in Microsoft Office, Excel and Access.

Demonstrates a “can-do” attitude, fosters a proactive approach, and brings new ideas to the existing models.

Work Conditions

Work Environment

When considering the work environment associated with this job, the following factors may apply:

Work indoors during all seasons and weather conditions.

Standard business dress is required.

Work Postures

When considering the work postures associated with this job, the following factors may apply:

Sitting continuously for many hours per day, up to 6 hours per day.

Physical Demands

When considering the physical demands associated with this job, the following factors may apply:

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage.

Work Hours

When considering the work hours associated with this job, the following factors may apply:

Working beyond “standard” hours as the need arises.

Customer Service Specialist

SCI

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