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Senior Assistant Customer Support - Jacksonville, IL

Job Description:

Summary

Responds to basic, multiple customer inquiries and requests.

Essential Job Functions

  • Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
  • Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.
  • Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
  • Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
  • Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
  • Interfaces with team members, management, and customers in reference to customer service issues.
  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
  • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Basic Qualifications

  • High school diploma or G. E. D.
  • Two or more years of customer service or other telephone experience
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology
  • Experience working with and skilled in the use of help desk software

Other Qualifications

  • Business and analytical problem solving skills
  • Communication skills
  • Ability to work independently
  • Ability to follow oral and written directions

Work Environment

  • Office environment
  • May require shift work


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