DUTIES & ESSENTIAL JOB FUNCTIONS
Enter all appropriate work orders for contractual tasks.
Notify appropriate Sales team members and Account Processors of service change requests so proper agreements and amendments can be updated on the accounts.
Support Customer Care Representatives (CCRs) as they process calls from commercial accounts.
Participate in the creation and implementation of training materials, including documenting questions and information to streamline training.
Maintain any rate or routing/service day changes and communicate upcoming changes to the supervisor and Sales in a timely manner.
Ensure rate or service inquiries receive a response in a timely manner.
Process welcome packets and follow-up calls as outlined in the new commercial on-boarding procedure.
Respond to internal and external customer voicemails and emails daily, including being available as a backup for the Customer Care and Sales call/email queues as necessary.
Coordinate requested special services with the in-house Commercial Sales Representatives as needed.
Document internal process to ensure accuracy of all service changes.
Anticipate any possible issues and communicate them directly to the Customer Experience Supervisor.
Communicate any issues to the appropriate internal customers, including the Account Administration Manager and the Customer Experience Director.
Attend Commercial Sales meetings, as needed.
Other duties as assigned.
Payment processing experience;
Proficiency with the Microsoft Office suite – i.e. Word, Excel or Outlook;
Basic proficiency with software to process payments;
Basic math and cash handling skills;
Professional telephone and personal presence;
Strong verbal and written communication skills;
Detail-oriented with a strong work ethic and be willing to adapt to change;
Ability to follow instructions and work well with both internal and external customers at all levels; and
Ability to work in a high volume call center and respond to a variety of calls.
Previous experience managing contracts