Overview

KellyConnect has an exciting opportunity for our client as an Associate, Customer Support Services Representative. This position is responsible for providing superior, specialized service to our customers sales consultants, in a professional, timely and self-directed manner.

The key customer-facing activities include: order creation for loaner equipment in multiple operating systems, complex orders, billing, efficient/effective handling and resolution of escalated issues and inquiries, including sales order management activities as well as supporting customer relationships within assigned business specialty area.

The Associate CSS will be responsible for providing superior customer service and support to internal and external business partners for our clients . This position is responsible for researching complex issues and inquiries, and fully investigating them to resolution. This includes following-up on open inquiries and escalating unresolved issues to the appropriate subject matter experts.

Please note that while this role will have some remote capabilities to start, the expectation is that all employees are able and comfortable commuting to the clients on-site location.

Responsibilities

Enters and manages customer orders from internal and/or external customers

Responsible for the front-line inquiry/service complaint management

Responds to all queries , requests for documentation, etc.) from internal and/or external customers. All work done in compliance to department SOPs and SOX

Open an interaction record for a new or existing claim as part of the inquiry and service complaints process

Follow-sup on open inquires and escalates unresolved calls to appropriate subject matter experts based on SOP

Notifies appropriate parties of process, inquiry updates/changes or service requests as appropriate

Reviews order error and order hold reports and takes action based on need as instructed by SOP

Supports execution of marketing programs developed by the Franchise

Conducts recall activities as appropriate

Updates customer information in order management system as appropriate

Conducts User Acceptance Training testing as needed

Adheres to quality controls, process and service quality guidelines

Thinks and communicate cross-functionality to investigate research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other client departments and all required customer follow-up

Qualifications

High School Diploma or equivalent

1-2 years of similar experience

Knowledge/Experience of SAP preferred

Working knowledge of Microsoft Office

Organizational, verbal and written communication skills

Ability to problem solve and think analytically

Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines

Demonstrated leadership as well as proven ability to develop and maintain effective business partnerships

Ability to adapt to specialized software and customized programs to meet business needs

Ability to maintain the highest standards of quality, compliance and accountability

Job Details:

Posted Date : 2022-05-07

Job type : Full Time

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