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Senior Assistant Customer Support

Madison, WI

Posted: 09/20/2022 Job Number: 17782700

Job Description

Job Details:
Position:  Senior Assistant Customer Support
Location: Madison, WI
Duration: 11+ months contract

Job Description:
  • 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.
  • Research 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.
Preferred Education:
  • Basic Qualifications High school diploma or G.E.D.
  • 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
  • Two or more years of customer service or other telephone experience
  • Experience working with organizational functions and personnel
  • Communication skills Ability to work independently Ability to follow oral and written directions Work Environment Office environment May require shift work

Meet Your Recruiter

Robert Reed

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