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Customer Service Representative

Department: 49010 - Sales Support
Location: Fairfield, CA


Job Description

The Customer Care Specialist should be a highly valued business adviser to our external customers. They will assist new clients with their on boarding, orders, and maintenance of Service Champs products and services. Must be able to on board and process orders as well as address customer concerns and opportunities. This is a key position for the development and retention of current customers and on boarding of new customers.

Duties and Responsibilities:

Heavy interaction with internal and external customers via telephone.

Researches and resolves concerns with billing questions, delinquent collections, and maintenance;

Heavy interaction with internal and external customers via telephone regarding updates and maintenance of mainframe computer data and hard copy files, work orders, logs, and reports associated with various customer service business transitions.

Provides guidance, training and cross training to other employees..

Researches, gathers and inputs information into ad hoc report format for various subjects.

Researches accounts and prepares written correspondence, records and computer input for delinquent accounts to enable closing accounts due to non-payment of monthly bills.

Generates, completes and maintains historical information for appropriate customer service records retention.

Tracks and monitors, via computer and reports, work assignments within the department to ensure their completion.

Receives, researches, corrects mailing address in computer, re-prints and re-mails invoices for payment returned by the postal service.

Knowledge and Skills:

Knowledge and skills in using effective customer service practices.

Knowledge of payment processing and receipt processing procedures.

Skill in using computer and specialized software applications for customer accounts.

Skill in using common office machinery and equipment.

Skill in using mathematical computations used in accounting.

Skill in both verbal and written communications.

Skill in following written and oral instructions.

Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.

Ability to operate in Microsoft office with proficiency in Excel to include input/export functionality and spreadsheet formatting.

Bilingual (Spanish/English) is a plus

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