JOB TITLE: ACCOUNT CARE SPECIALIST

POSITION SUMMARY:

Provides customers with assistance by responding to requests; resolving complaints; maintaining quality service.

REQUIRED EDUCATION:

High school diploma or GED equivalent

JOB KNOWLEDGE/EXPERIENCE REQUIREMENTS:

Minimum of 4 years of experience in a customer relations role OR an equivalent amount of relevant post-secondary education and/or experience

At least 2 years of previous experience working in a call center environment

REQUIRED SKILLS AND ABILITIES:

Ability to handle questions and disputes in a professional manner

Ability to handle multiple tasks and assignments at the same time

Must have at least a basic level of MS office experience

Must have a proven ability to build relationships with customers and colleagues

Must have proven ability to communicate effectively, both orally and via email

Must have proven ability to work without supervision at times while carrying out duties

Must have proven ability to work in a team-oriented environment

Must have proven ability to multi-task, while paying strong attention to detail and remaining organized & task oriented

**ESSENTIAL DUTIES:

Establish relationships with customer base

Resolves complaints by investigating issues and composing responses; referring non-standard complains and potential lawsuits to legal or government affairs departments

Maintains quality service by monitoring standards; advising supervisor of potential problems

Prepares work to be processed by gathering, sorting, organizing, and recording data, information, and documents.

Establishes relationships with customer base

Contacts all new customers after assignment and prepare them for the registration process

Verifies contact information and addresses for all new customers; later follow up regarding business hours, shifts, contacts, any changes in machinery or processes, and ensure there are no issues or concerns

Maintains a proactive approach to daily calls and questions: address payment questions and disputes; contact information changes; billing requests, etc.

Assists with customer payment mailings and performance reports

Assists in renewing the customer when their contract expires

Completes conversion mailings by coordinating requirements; developing plans.

Provides information by collecting, analyzing, and summarizing information; responding to requests

Prepares reports by collecting and analyzing information

Updates job knowledge by participating in educational opportunities

Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

OTHER DUTIES:

All other duties as assigned.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to frequently communicate to clients and team members and consistently operate a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This job requires the employee to be in a stationary position for 75% of the time while occasionally move about inside the office to access file cabinets, office machinery, etc. The employee may be required of moving objects weighing up to 20 pounds for various requests and events.

Netlink Software Group America

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