Customer Service Representative

Essential Duties/Responsibilities

• Answer inbound calls in a call center environment.
• Receive other inbound communications from customers and internal personnel related to customer issues, primarily billing related.
• Investigate and resolve or escalate customer disputes on accounts.
• Research invoice, payment, and order history.
• Correct customer address information.
• Input credit memos and assemble documentation prior to submission for review and approval.
• Responsible for timely escalation of issues if unable to personally resolve to completion.
• May be required to perform similar tasks in support of overall customer satisfaction initiatives answering inbound customer calls.
• Follows company policies and procedures regarding performance of system transactions, ensuring customer record integrity.
  

Minimum Qualifications

Knowledge, Skills and Abilities:

• Strong verbal and written communication skills required.
• Must have ability to type and navigate in Microsoft Windows.
• Capacity to understand and explain a multi-level organizational structure.
• Ability to be self-directed and self-motivated.
  

Education Or Formal Training

• Requires a high school diploma or equivalent. Some college preferred.
  

Experience

• Requires 1-3 years of experience in customer service in a computer-intensive environment. Experience in Solomon a plus.
  

Material And Equipment Directly Used

• Heavy PC usage including Solomon, MS-Word, MS-Excel, MS-Outlook.
• Ability to perform repetitive system functions for extended periods of time.