Robert Half Office Team Sr. Customer Service Representative in Troy, Michigan
We currently have a Senior Customer Service Representative position available in the Troy area. The Senior Customer Service Representative will provide high quality program administration and customer service by utilizing excellent administrative and customer service skills. They will process program documents including applications, invoices, and appeals within identified service level agreement metrics. Enter data into specified systems with goal of 100% accuracy log and escalate detailed description of incomplete forms into case management system. Escalate processing issues to appropriate escalation point and monitor and track to closure. Provide exceptional customer service via phone and email to customer inquiries related to program payments, policies, processes and systems. Update standard work, FAQs, and process/policy information as required. Conduct regular quality assurance tasks and achieve superior accuracy measures. Participate and contribute to relentless root cause analysis and continuous improvement initiatives. Log detailed description of unresolved issues into system and manage to closure. Prepare progress reports and participate in recurring team operations meetings. Escalate system issues to Business Analyst as identified by program team; coordinate and communicate resolution of issue.
OfficeTeam is the world's leader in quickly matching skilled administrative professionals with temporary and temporary-to-full-time jobs. We offer job opportunities ranging from executive and administrative assistants to customer service representatives, receptionists and general office support. Our staffing managers connect with more than 100,000 hiring managers in North America every single week. In addition to free job search services, we provide access to free online skills training and a competitive benefits and compensation package.
Our parent company, Robert Half, once again was named to FORTUNE® magazine's list of "World's Most Admired Companies" and was the highest-ranked staffing firm. (March 1, 2016)
Contact your local OfficeTeam branch at 888.981.6731 or visit roberthalf.com/officeteam to apply for this job now or find out more about other job opportunities.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Equal Opportunity Employer M/F/Disability/Vet
Req ID: 02250-9500182151
Functional Role: Customer Service
Postal Code: 48098
Compensation: $14.00 to $18.00 per hour
Requirements: REQUIRED EDUCATION/EXPERIENCE/SKILLS
Analytical and detailed oriented.
Ability to work independently and in a team setting.
Ability to defuse agitated situations.
Ability and desire to excel in a fast paced environment.
Must be self-directed and be able to manage competing priorities.
Excellent communication skills with the ability to communicate effectively via telephone and e-mail with customers and peers.
Associates and/or Bachelors degree preferred, or equivalent level of skills and experience.
5+ years in an administrative position.
Web-based application data entry and experience.
Proficient Microsoft Word and Excel.
Advanced Microsoft Outlook skills including experience working in public email folders.
Learning Management System (LMS) administration experience.
Call Center phone system experience.