Senior Associate Customer Support

Company: Gainwell
Location: Charleston
Posted on: November 22, 2021

Job Description:

Gainwell Technologies LLC

Summary Job Description Essential Job Functions

• Answers telephones and responds to highly complex customer questions and/or forwards call to appropriate personnel.
• Researches customer inquiries and responds to appropriate parties in a timely manner.
• 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.
• Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.
• Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff. Basic Qualifications
  • High school diploma or G.E.D.
  • Six 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
    • Strong business and analytical problem solving skills
    • Strong communication skills
    • Ability to work independently
    • Ability to follow oral and written directions Work Environment
      • Office environment
      • May require shift work Job Description Qualifications

Keywords: Gainwell, Charleston , Senior Associate Customer Support, Other , Charleston, West Virginia