Customer Service Specialist II
About The Position
The Customer Service & Operations Specialist will be responsible for consistently providing exceptional customer service and sales support by offering timely and accurate information with an aptitude for problem solving. This role is responsible for billing, data maintenance and clean up as needed via SalesForce, as well as delivering finance support for the TRACS Sales team on billing related matters. The associate is responsible for administrative and clerical services ensuring data is accurately entered and maintained. Other responsibilities include relationship building, reporting, order entry and processing, and other projects as needed.
Requirements
- High School Diploma or GED required.
- Previous experience working in a fast-paced billing and customer-oriented role required.
- Ability to work in ambiguous situations when facing circumstances that are unstructured and require original approaches required.
- Must be comfortable in participative problem-solving environments and have high ethical standards.
- Organizational skills.
- Analytical skills.
- Planning skills.
- Prioritization skills.
- Time management skills.
- Professionalism.
- Problem-solving skills.
- Decision-making skills.
- Flexibility.
- Adaptability.
- Active listening.
- Excellent verbal and written communication.
- Good judgement.
- Must be deadline-oriented.
- Self-motivated.
- Prioritize multiple tasks to meet deadlines.
- Take initiative.
- Display a sense of urgency.
- Considerable experience with billing systems, reporting, and PCI compliance with multiple funding methods required.
- Proficiency in Microsoft Office Suite – Outlook, Word, and Excel required.
- Intermediate knowledge of Salesforce required.
- Embodies the following values: serve, perform, influence, respect, innovate, team.
- Effectively communicates by motivating and inspiring others through clear and proactive communication.
- Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
- Makes balanced decisions and thinks strategically by being a forward thinker.
Responsibilities
- Audit contracts and customer agreements for accuracy and compliance.
- Simultaneously manage inbound and outbound customer phone and email inquiries.
- Receive, review and process inquiries in a timely, accurate and professional manner.
- Always maintain a professional and courteous attitude.
- Review and maintain accuracy of customer accounts and sales opportunities in SalesForce.
- Ability to create custom reports in SalesForce as requested.
- Support and clearly communicate with internal operations and sales team.
- Efficiently navigate though all systems including SalesForce, Five9, D365 and JDE.
- Access information from supplier catalogs and websites.
- Resolve and communicate customer billing inquiries between field reps and management.
- Provide excellent phone presence and customer service.
- Assist with special projects upon request.
- Communicate, present and expedite billing related solutions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
