What You'll Do:

• Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verifies contacts and account information.
• Examines customer problems and implements appropriate corrective action to respond to customer requests.
• Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.
• Maintains and creates logs, reports, records and files.
• Investigates, coordinates and tracks a wide range of customer issues and problems.
• Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.

What You'll Bring:

• General knowledge of company products and customer service activities.
• Proficient MS Office skills
• Must be able to navigate a computerized data entry system or other relevant applications.
• High School diploma or equivalent required
• Generally has 2 years of related experience
• Requires a valid driver's license.

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