Customer Service Associate

Details:

• Responsible for researching and resolving customer issues that are escalated for resolution and settlement.
• Review and Evaluate Customer Escalations- Understand full details of the customer's claims as provided from the customer or relayed through other channels.
• Research the details of the customer's issue, recreating a timeline of transactional events and ensure that expected system processes and business rules were followed.
• Prepare a file of supporting documentation as needed to be included with the customer response or to be maintained for future reference if related questions arise.
• Prepare a brief summary or overview of both the basis of the customer issue and findings after the issue is researched.
• Prepare a letter or email with a comprehensive response that is prepared for the customer or to the office or individual escalating the customer issue on their behalf.

• High school degree or equivalent. College degree preferred.
• Three (3) years in a customer service environment handling customer inquiries or performing customer account research. Proven customer support experience.
• Excellent verbal and written communication skills. Ability to respond to customers in writing. Ability to communicate well and deal effectively with customers and agency personnel
• Ability to research customer accounts to gather pertinent information.
• Attention to detail.
• Problem solving skills.
• Computer skills.