Sr. Customer Service Specialist

JOB RESPONSIBILITIES   

• Acts as the liaison between SCI and assigned first party providers on specific tasks and assignments.

• Functions as a subject matter expert of assigned campaign area(s) as directed by Supervisor.

• Understands key performance indicators (KPIs), service metrics, calling schedules, account types and inventory, reporting documents, staffing, and any other items as it relates directly to assigned campaign(s).

• Reviews campaign(s) and account inventory statistics on a daily basis.

• Reports detailed campaign results outlining performance variances and recommends process improvements to Supervisor on a weekly/monthly basis or as directed.  May compile and submit on a “Scorecard”.

• Participates in monthly first party provider calls and internal call monitoring sessions to ensure constructive feedback is provided as needed.

• Researches, resolves, and addresses escalated items as determined by Supervisor; identifies and transfers items to the correct department(s) for resolution.

• Assists with interactions between company and first party provider’s IT department when appropriate to resolve reporting discrepancies, systems upgrades and modifications, and all other ad-hoc tasks.

• Assists with First party Provider’s staff in determining designated campaign(s) metrics.

MINIMUM REQUIREMENTS

Education:

• High school diploma

Experience:

• Three (3) years of experience in Collections and/or Customer Service or equivalent experience in a related discipline

Knowledge, Skills & Abilities:

• Knowledge of basic accounting principles.

• General understanding of corporate business methodology in support of company objectives.

• Flexible and adaptable to a fast-paced environment.

• Strong communication and interpersonal skills.

• Proficient in Microsoft Office, Excel and Access.

• Demonstrates a “can-do” attitude, fosters a proactive approach, and brings new ideas to the existing models.