Client Services Associate

Job Description:

• Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues.
• Investigates, analyzes, coordinates, and tracks moderately complex customer issues.
• Conducts research as needed.
• Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
• Creates and maintains logs, reports, records, and files.
• Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May perform order fulfillment.
• Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers.
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• Performs other duties as assigned, such as special projects.