Job Type

Full-time
Description
Job Title: Customer Service Representative
Job Family:
Job Sub Family:
Job Code:
Reports to: Client Service Manager
FLSA Status: Non-Exempt
Effective Date: 02.01.2021
Position Summary
Duties and responsibilities include providing a prompt and professional service to clients to ensure efficient operation of the department. Support managers, and clients through a variety of tasks related to organization and communication.
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond promptly and professionally to client inquiries through phone or email correspondence
• Foster positive relationships with our clients as their primary point of contact
• Maintain an updated knowledge of the organization's products, services, and customer service policies
• Document client interactions when necessary, compiling documents and forwarding information to interested parties
• Resolve client disputes on orders and escalations in a timely manner
• Research account program issues and questions posed by clients using internal resources
• Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program
• Work closely with Data Team in getting problems resolved with data from clients
• Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts
• Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills
• Submit change requests via case or ticket process to IT, Finance, and Implementation
• Explain simply and clearly in response to client questions and check for client understanding and acceptance
• Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
• Assist clients by demonstrating programs and answering any questions they may have
• Train clients on how to use the platform
• Demonstrated strong organization skills and attention to detail
• Client oriented and demonstrated ability to adapt/respond to diverse types of personalities - including ability to handle high-pressure situations
• High energy and positive "can-do" attitude; Actively seeks feedback to improve performance
• Participate in training opportunities provided by the organization
• Establish and maintain good rapport with clients by using positive language and anticipating their needs

Supervisory Responsibilities
This position does not have any supervisory responsibilities.
Travel
Travel is not required.
Core Competencies
Creativity

• Comes up with a lot of new and unique ideas
• Easily makes connections among previously unrelated notions
• Tends to be original and value-added in brainstorming settings

Perspective

• Looks toward the broadest possible view of an issue/challenge
• Has broad-ranging personal and business interests and pursuits
• Proposes future scenarios
• Thinks globally
• Can discuss multiple aspects and impacts of issues and project them into the future

Execute Core Values

• Operational Excellence- Focus on the customer by doing what we said we would do
• We Collaborate- We collaborate for purpose
• Deliver Exceptional Service- We take care of our customers by exceeding their expectations
• Attention to Detail/Sense of Urgency- We must pull together and get the job done
• Lead with Integrity- We are honest and upfront in our work, with our colleagues and in our dealings with our customers and business partners
• Accountability: "All-In" Accountability

Team Player

• Can quickly find common ground and solve problems for the good of all
• Can represent his/her own interests and yet be fair to other groups
• Can solve problems with peers with minimum noise
• Is seen as a team player and is cooperative
• Easily gains trust and support of peers
• Encourages collaboration
• Be reliable, responsible, and flexible
• Always be ready to help

Communication

• Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization
• Provides individuals information so they can make accurate decisions
• Can speak and write clearly and succinctly in a variety of communication settings and styles

Sound Decision Making

• Makes good, timely decisions based upon a mixture of analysis, wisdom, experience, and judgment
• Most of his/her solutions and suggestions turn out to be correct and accurate when judged over time
• Sought out by others for advice and solution
• Consistent logic, rationality & objectivity in decision making
• Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure
• Has self-discipline to act on the best alternative

Humility

• Quickly admits flaws and mistakes
• Ask for help when need it
• Is careful to make others comfortable
• Is authentic
• Helps others save face in difficult situations
• Maximizes the contribution of all
• Encourages the expression of viewpoints from all concerned
• Is modest and self-effacing; Respects the views of others

Physical Demands
To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee's ability to see near distances.
Requirements
Education
High school diploma or general education degree (GED) required; and a minimum of 3 years of previous client service experience is required; or equivalent combination of education and experience with an emphasis in client service.
Skills/Experience

• Required: Intermediate ability to effectively follow company policies
• Required: Intermediate ability to write and read correspondence
• Required: Proficiency with Microsoft Office suite of products
• Required: Intermediate ability to create and/or update spreadsheets, and other company documents of various types
• Required: Intermediate ability to demonstrate accuracy and thoroughness
• Required: Intermediate ability to multi-task with accuracy
• Required: Expert customer service skills, over the phone and in person, with our customers and internal departments
• Required: Intermediate efficient time management
• Required: Intermediate decision making
• Required: Intermediate organizational skills
• Required: Ethical conduct
• Required: Intermediate generating of creative solutions
• Required: Excellent verbal communication skills
• Required: Ability to maintain a calm and polite manner in stressful situations
• Required: Ability to analyzing information
• Required: Professionalism
• Required: Time management skills

Salary Description

$16.00 to $17.00 per hour