Customer Support Associate II

ACERTUS•Mission, KS

9d•$20 - $22

About The Position

As a Customer Support Associate II, you will be the first point of contact for clients, handling phone calls and ticket inquiries to ensure seamless workflow management within Client Support. In this critical role, you will provide concierge-level service by addressing client needs promptly, conducting thorough research, and delivering timely resolutions. You will maintain the highest standards of customer service in every interaction, following up to ensure issues are fully resolved. Collaborating closely with cross-functional teams across ACERTUS, you will help achieve company objectives while consistently putting the customer first and delivering best-in-class support.

Requirements

Demonstrate creative problem-solving by thinking outside the box and striving to resolve issues efficiently and promptly
Proficient in Microsoft Office programs, Zendesk, Transport, Transtitle, and other general office equipment
Foster and maintain a positive, collaborative team culture.
Adapt effectively to change and support others in navigating transitions.
Ability to map out processes to gain efficiency.
Ability to analyze data and make decisions.
Organized thinker with exceptional attention to detail.
Excellent communication skills, both verbally and in writing.
Ability to effectively organize and prioritize work, as well as concentrate on multiple tasks simultaneously.

Nice To Haves

Bachelor’s Degree Preferred.

Responsibilities

Handle both inbound and outbound calls, and written communications
Strong written communication skills; ability to provide timely, customer-friendly responses to both internal teams and external clients
Responsible in developing, maintaining, and updating process guides and informational knowledge articles
Provide peer training and support upon onboarding
Handle complex, escalated inquiries by professionally de-escalating situations and resolving issues through cross-functional collaboration
Identify process gaps and collaborate with cross-functional teams to implement improvements using available tools
Meet established KPI and SLA expectations, including CSAT, call performance metrics, and ticket resolution metrics
Establish and maintain interpersonal relationships with partners
Work closely with partners to provide updates, follow-up and resolution of outstanding items generated from calls or tickets
At all times, represent ACERTUS professionally with conduct that aligns with core policies and procedures
Utilize internal resources to investigate, evaluate and resolve issues in a timely and accurate manner using sound business judgment
Work with partners to develop long-term solutions and process improvements
Participate in ongoing training and development for both self and other partners
Maintain appropriate SLA’s for inbound call answer times and ticket response times
Provide best-in-class customer service to both internal teams and external clients
Other duties as assigned

Benefits

Medical, Dental and Vision Insurance start on the 1st of the month following your start date.
Company Paid Time Off
8 Company Paid Holidays
401(k) with auto enrollment at 3% on the 1st of the month following your start date.
Casual Dress Code

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