Customer Service Specialist

J. J. Keller & Associates•Neenah, WI

38d•Remote

About The Position

Join J. J. Keller as we help employers protect people and the businesses they run. With more than 7 million employers in this country, the need for our safety and compliance solutions is always growing. We have a highly supportive, ethical and remote-friendly culture, with the majority of our associates working from home. J. J. Keller has an opening in our Managed Services department for a Customer Service Representative. This department is comprised of fleet and regulatory compliance experts who clients rely on to off-load the time consuming / complex tasks of managing driver safety and vehicle compliance. Our internal team of almost 600 compliance associates perform work to ensure our clients stay up-to-date on various regulatory requirements. In this Customer Service Specialist role, you will be responsible for answering calls from our clients and assisting them with obtaining trip permits in a timely and accurate manner.

Requirements

3+ years of experience in customer service environment, with 1+ years being in a call center.
High School Graduate or General Education Degree (GED).
Must be proficient in the use of a PC and MS Office Suite, including intermediate functions.
Commitment to providing outstanding client service.
Excellent verbal and written communication skills.
Strong organizational, problem solving, and analysis skills.
Ability to work in a fast-paced, deadline driven environment.
Willingness to participate in background check/fingerprinting requirements at state or local jurisdictions to obtain access as needed to fulfill services.

Nice To Haves

Knowledge of applicable regulations preferred.

Responsibilities

Serves as the primary interface with clients to determine trip permit requirements, to include such tasks as: Maintaining an open line of communication via phone, e-mail, fax, and correspondence
Educating clients on regulatory requirements, providing interpretations and best practices
Determining clients' needs and how J. J. Keller can best serve those needs
Initiates and maintains work orders to ensure proper permits are being secured.
Monitors completion of permits and provides feedback to clients as necessary.
Secures temporary permits (fuel/trips, oversize/overweight, annual and regional) for clients in an accurate and timely manner.
Validates accuracy of permits and distributes to clients.
Maintains appropriate documentation, such as client profile, call notes, state fees to be charged to clients, charges applied to corporate credit card and escrow funds, work order information, etc.
Assists with resolving issues related to permits, client service, invoicing and payments.
Maintains expertise pertaining to applicable local, state and federal regulations in order to provide education and clarification to clients.
Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.
Adheres to the department's data security policies pertaining to Personal Identification Information.