Customer Service Representative

Wilmington, DelawareSkills : Other,Word,Excel,Powerpoint,Outlook,management,research,Training,Billing, Communication, Visio, organization, Business,Microsoft Office Other,Customer Service,Call,Customer Service Representative,Call Center,Call center RepresentativeDescription :

• Manage and sort incoming mail, scanning and forward incoming mail or evidence to the owning team. Research address information and update records, as necessary.
• The position is primarily responsible for providing billing support and record maintenance for the Customer Specialist Team. The Associate QAM focuses on developing the knowledge and skills necessary to effectively review orders and produce invoices, identify and correct errors and defects, and contribute to the reduction of defects to ensure that accurate invoices are issued in a timely manner. The Associate QAM will also help to ensure the complete, timely and accurate maintenance of customer records through independent research, clean-up initiatives and/or the regular review of internal reports.
• Activities of the Associate QAM include: developing and maintaining knowledge of the department, company and industry as a whole; partnering with team members to review completed orders for accuracy prior to invoicing; helps to correct invoice errors to ensure an accurate and timely delivery; reviewing and updating customer records to ensure accuracy; developing the ability to provide quality consultative customer service to all accounts; participating in organizational activities to meet or exceed company objectives; and representing client within the industry.
• Develops and maintains knowledge of the department, company and industry as a whole by attending and fully engaging in formal and informal training/mentoring sessions (e.g., with a QAM, Senior QAM, Team Lead); engaging in self-directed learning (e.g., studying information provided in a timely manner); learning the mission, vision and goals of the team and of the organization; learning and developing knowledge of all processes used within the department (e.g., representation account processes); learning and developing knowledge of all systems and applications used within the department; developing a comprehensive knowledge of all CT products and services; and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).
• Helps to correct invoice errors to ensure an accurate and timely delivery by identifying and documenting order defects (e.g., pricing errors); securing approval to issue credit memos and invoice only orders; ensuring approval is documented in the order event log; and following up to ensure the timely delivery of all invoices (e.g., bundle billing accounts).
• Reviews and updates customer records to ensure accuracy by reviewing various internal reports to identify new or updated representation records; partnering with the Account Team on record clean-up projects; adding or updating account information in the records database; identifying items (e.g., name changes) that can be handed off to the offshore team (CORE); researching addresses for undeliverable Service of Process items; and executing all account updates timely, completely and accurately.
• Participates in organizational activities to meet or exceed company objectives by partnering with other QAMs and Managers to help develop action plans to reduce or eliminate defects; identifying opportunities to collaborate across groups and/or leverage partnerships; and collaborating with peers to advance company-wide initiatives.
• 3 years of detail-oriented business experience, including:
• Participating in extracurricular activities or associations.
• Working independently and in a team environment.
• Demonstrating strong analytical and problem solving skills.
• Demonstrating organization, prioritization, and multi-tasking skills.
• Demonstrating strong written and verbal communication.
• Utilizing the MS Office Suite (Word, Excel, PowerPoint, Outlook).