Customer Service Specialist Senior

Service Corporation International•Houston, TX

4d•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. Assist in the oversight of the day-to-day onsite initiatives for first party collections, customer service, and billing. Also, supports the relationships between first party providers and SCI through efficient and effective campaign management, interacting with multiple levels of staff and emphasizing attention to detail. Communicates business results directly to Supervisor; may communicate with SCI management as well as senior management when warranted. Job Description Sr. Customer Service Specialist JOB RESPONSIBILITIES Acts as the liaison between SCI and assigned first party providers on specific tasks and assignments. Functions as a subject matter expert of 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). Reviews campaign(s) and account inventory statistics on a daily basis. Reports detailed campaign results outlining performance variances and recommends process improvements to Supervisor on a weekly/monthly basis or as directed. 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 escalated items as determined 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. MINIMUM REQUIREMENTS Education: High school diploma Experience: Three (3) years of 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. Who we are. What we do. We are a company committed to supporting families at difficult times. Nowhere will you find a group of caregivers and teams more passionate about the work they do or more invested in the well-being of the families they serve. The Dignity Memorial name is a symbol of trust and a mark of excellence. As the largest provider of funeral, cemetery and cremation services in North America, we're dedicated to celebrating the life and legacy of every loved one with professionalism, compassion and attention to detail that is second to none. "SCI” refers to Service Corporation International and its affiliates. Equal Opportunity Employer, M/F/D/V SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.

Requirements

High school diploma
Three (3) years of experience in Collections and/or Customer Service or equivalent experience in a related discipline
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.

Responsibilities

Acts as the liaison between SCI and assigned first party providers on specific tasks and assignments.
Functions as a subject matter expert of 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).
Reviews campaign(s) and account inventory statistics on a daily basis.
Reports detailed campaign results outlining performance variances and recommends process improvements to Supervisor on a weekly/monthly basis or as directed.
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 escalated items as determined 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.