Customer Service Representative

Job Title - Customer Service Representative 4

Building Location - Peoria IL

On-Site

Daily Schedule 40 hrs/week. M-F on site. No overtime. Holidays & Shut downs, candidate will not have work during those times.

Estimated Duration 24 months

Pay Range: $22-24.50/hr

Job Description

Summary:

The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

A typical customer service specialist is responsible for determining the clients issue, offer possible solutions or providing follow-up as needed.

Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

Approve the resolution of customers service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.

Act as escalation point for clients/customers.

Approve the referral of unresolved customer grievances to designated departments for further investigation.

Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Solicit sale of new or additional services or products.

Skills:

Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.

Strong ability to work independently and manage ones time.

Strong ability to accurately document and record customer/client information.

Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.

Previous experience with computer applications, such as MS Word and PowerPoint.

Education/Experience:

High school diploma or GED required.

8-10 years customer service related experience required.

Group

- Surrounding team & key projects

- Purpose of this team

- Reason for the request

Positions Contributions to Work Group:

- Adding new card holders to summaries and balancing summaries

- Reconciling accounts

- Creating reports for adding receipts, expense types, and itemizations

- Responsible for refunds - Keeping an eye out for activations and providing activation tips

- Assisting with leave of absences

- Email communications and MS Teams messages to employees (entry level all the way up to Presidents levels).

Typical Day or Week in the Role

-Typical task breakdown and rhythm

- Interaction level with team

- Team Structure

- Work environment description

Typical task breakdown:

- Adding daily numbers and new cardholders to summaries

- Submitting terminations

- Add files to bank summaries

- Answering emails on aged and aging expenses

- Answering questions about procurement card and travel card

Interaction with team:

- Working closely with team

- Individual and team tasks

Work environment:

Office environment; in office 5 days per week

Candidate Requirements

- Years of experience required

- Degrees or certifications required

Required:

- High school diploma or GED required. Associates degree preferred.

- Customer service related experience required.

- MS Excel capability.

Top 3 Skills

1. Strong communication skills (written and verbal). Ability to assist unsatisfied customers in a positive manner. Responses should be professional and business appropriate.

2. Self-starter with strong initiative. Little to no follow-up required.

3. Able to easily identify what work should be prioritized. Additional Technical Skills (Required) Candidate will be working in the credit card companys software.

MS Excel (Pivot Table, V-Lookup knowledge is required). Business etiquette.

This position will be communicating via Chat and Email to every level employee at the company.

It is a requirement to have the ability to construct an email with relevant subject line, greeting, body, and closing that clearly communicates relevant information.

Example, Late credit card statements, outstanding transactions needing submitted in the expense reporting tool, personal transactions that need reimbursed.

Ability to capture screenshots and insert into body of email for further clarification.

**During the Interview process we will ask for demonstrated MS Excel capability, specifically V-lookup.** (Desired)

Ability to learn new systems/software quickly.

SAP Concur experience.

Previous credit card administration experience.

Expense book reconciliation.

Bookkeeping/accounting background

Soft Skills (Required)

-Team player.

We have a high functioning team environment and need a candidate that can contribute effectively.

-High level communication skills (verbal and written)

-High level confidentiality

Disqualifiers/Red Flags: No MS Office experience. (excel, outlook, powerpoint, etc). Remote work.