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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

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