About this role
Customer Service Specialist
The Customer Service Specialist is responsible for answering incoming customer calls while maintaining a high level of professionalism and working to establish a positive rapport with every caller. This position requires problem solving and turning frustrated clients into repeat customers. This position is responsible for resolving or forwarding customer calls and updating information in the system during and after each call. The Specialist will work with the management team to stay updated as it relates to knowledge, policies and procedures.
Essential Functions:
Answer a minimum number of customer calls daily while rectifying concerns or issues including but not limited to:
• Address change, invoicing, late charges, payment history, payment options, property tax, sales tax (upfront tax), miscellaneous fees, and other concerns.
• Maintain an Average Talk Time between 3 and 5 minutes to gather information and determine resolution or forward to the Customer Care Resolution Specialist.
• Work in a fast-paced team environment to reduce customer wait time while providing the highest level of customer service.
• Broad understanding of accounts receivable, payment application and account reconciliation
• Process adjustment requests through Accounts Receivable SharePoint site.
• Process single ACH and Credit Card payments using Customer provided software.
• Maintain customer records by updating account information after each correspondence with a caller.
• Sort and distribute correspondence received via postal mail, email, fax etc.
• Respond to written inquires received via email, fax and/or mail within departmental mandated turnaround time of three (3) business days.
• Scan and upload all pertinent documentation received.
• Assist and complete any additional tasks deemed needed by management.
• Adherence to the ACD schedule set forth by Customer management team.
• Attend training sessions to expand knowledge and skill.
• Assist with inter and cross departmental training.
• Assist Collections with outbound campaigns when needed.
Multitask while working in several different software applications including but not limited to:
o InfoLease, Microsoft Office, Outlook, and additional desktop applications.
Typing Speed Requirement 20WPM