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Senior Assistant Customer Support

Madison, WI

Posted: 09/19/2022 Job Number: 17773730

Job Description

Job Details:
Position Title: Senior Assistant Customer Support
Location:   Madison, WI
Duration: 12+ months with possible extension
•     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. 
•     Researches 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. 

Basic Qualifications 
•     High school diploma or G.E.D. Two or more years of customer service or other telephone experience 
•     Experience working with organizational functions and personnel 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 skills Communication skills 
•     Ability to work independently 
•     Ability to follow oral and written directions

Meet Your Recruiter

Deepanshu Sahu

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