The posting
Job Description
Customer Service Specialist
Job Summary
The Customer Service Specialist is responsible for answering incoming customer calls while maintaining a high level of professionalism and working to establish a positive rapport with every caller. This position requires strong problem-solving skills and the ability to turn frustrated clients into repeat customers.
The Customer Service Specialist is responsible for resolving or forwarding customer calls and updating information in the system during and after each call. The Customer Service Specialist will also work with the management team to remain updated on relevant knowledge, policies, and procedures.
Essential Functions
- Answer a minimum number of customer calls per day while rectifying concerns or issues, including but not limited to:Address changes Invoicing Late charges Payment history Payment options Property tax Sales tax/upfront tax Miscellaneous fees Other customer concerns
- Maintain an Average Talk Time between 3 and 5 minutes to gather information and determine a resolution or forward the call to the Customer Care Resolution Specialist.
- Work in a fast-paced team environment to reduce customer wait time while providing the highest level of customer service.
- Demonstrate a broad understanding of:Accounts receivable Payment application Account reconciliation
- Process adjustment requests through the Accounts Receivable SharePoint site.
- Process single ACH and credit card payments using customer-provided software.
- Maintain customer records by updating account information after each correspondence with a caller.
- Sort and distribute correspondence received via postal mail, email, fax, and other channels.
- Respond to written inquiries received via email, fax, and/or mail within the department's mandated turnaround time of three (3) business days.
- Multitask while working in several different software applications, including but not limited to:InfoLease Microsoft Office Outlook Additional desktop applications
- Scan and upload all pertinent documentation received to OnBase.
- Acquire potential customers by answering product and service questions and suggesting information about other products and services.
- Assist with and complete any additional tasks as deemed necessary by management.
- Adhere to the ACD schedule established by the Customer Management Team.
- Attend training sessions to expand knowledge and skills.
- Assist with interdepartmental and cross-departmental training.
- Assist Collections with outbound campaigns when needed.
- Typing Speed Requirement 20WPM
About Us
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
