Skills
About the role
Essential Duties and Responsibilities:
Working on daily tasks in collaboration with the Customer Success Managers/Directors and Operations. Tasks will involve, migration related activities, current client work (QC, emails, etc), and special initiatives.
Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLA's are met. Monitor, enter, update, and close Service Center tickets.
Provide and maintain in-depth working knowledge of all client verifications/processing guidelines.
Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts.
Obtain first-hand customer information and makes recommendations for improvements to products, services, and reporting.
Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met
Perform other duties as assigned by management.
Job Qualification:
Bachelor's degree or equivalent experience
What You May Need to be Successful:
Bachelor’s degree, or Equivalent work experience.
3+ years of customer service experience, including direct interactions with external customers.
Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
Siebel, Salesforce or equivalent CRM system
Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
Organizational skills and strong attention to detail
Ability to multi-task and manage daily assignments.
Sense of urgency to meet client deadlines.
Highly responsive and adaptable to evolving priorities.
Ability to work and thrive in a dynamic team environment as well as act independently .
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
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