• Lead Central Customer Service Representative

    Job Locations US-SC-Greenville
    Job ID 2019-2245
  • Overview

    PURPOSE OF POSITION

    The Lead Central Customer Service Representative is primarily responsible for the triage of incoming customer service calls and web submissions and ensuring that customers are provided the most efficient service to resolve their concerns. This position will help monitor the team, train when needed, and lead the other team members in providing top customer service.  The job requires the Lead to be familiar with multiple systems and the SMC organizational structure.

    Responsibilities

    PRIMARY RESPONSIBILITIES

    The following represents the primary responsibilities that are normally assigned and regularly performed by this position:

    • Monitors, leads, and trains team members in daily responsibilities
    • Assists Home Office with Customer Service role in all new projects as needed
    • Determines requirements by working with customers
    • Inbound calls for customer service; log, transfer, and administer appropriately
    • Answers customer service online case submissions
    • Completes monthly report corrections for customer emails, flags, etc.
    • Takes inbound bank and customer calls for verification of mailings
    • Contacts customers to clarify desired information, researching, locating, and providing information
    • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved concerns
    • Posts payments to accounts from inbound calls, mail, and the online payment processing center
    • Retrieves and sorts mail, disperses to proper departments or individuals
    • Reconciles daily deposit and initiates the contract origination software daily close out
    • Maintains database by entering information, ensures accounts are documented properly
    • Ensures nightly deposit of checks
    • Assists in Quality Assurance grading of calls and workflows as designated by Team Lead
    • Assists other departments in collection calls, payment reminders, or solicitation as needed
    • Performs other duties as assigned

    Qualifications

    REQUIREMENTS OF POSITION

    • Position requires a high school diploma with some business courses preferred
    • Demonstrates enthusiasm and possess good interpersonal (people) skills
    • Effective communication and problem-solving skills
    • Customer focus, data entry, listening, phone, interpersonal savvy, computer literacy
    • Ability to work independently and maintain accuracy
    • Ability to quickly develop business knowledge and apply principles accordingly
    • Experience with direct customer contact, service, or sales environment preferred
    • Bilingual a plus but not required

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