Job Details

Sr. Customer Service Specialist

Assist in the oversight of the day-to-day onsite initiatives for first party collections, customer service, and billing. Also, supports the relationships between first party providers and SCI through efficient and effective campaign management, interacting with multiple levels of staff and emphasizing attention to detail. Communicates business results directly to Supervisor; may communicate with SCI management as well as senior management when warranted.

Job Responsibilities

• Acts as the liaison between SCI and assigned first party providers on specific tasks and assignments.
• Functions as a subject matter expert of assigned campaign area(s) as directed by Supervisor.
• Understands key performance indicators (KPIs), service metrics, calling schedules, account types and inventory, reporting documents, staffing, and any other items as it relates directly to assigned campaign(s).
• Reviews campaign(s) and account inventory statistics on a daily basis.
• Reports detailed campaign results outlining performance variances and recommends process improvements to Supervisor on a weekly/monthly basis or as directed. May compile and submit on a "Scorecard".
• Participates in monthly first party provider calls and internal call monitoring sessions to ensure constructive feedback is provided as needed.
• Researches, resolves, and addresses escalated items as determined by Supervisor; identifies and transfers items to the correct department(s) for resolution.
• Assists with interactions between company and first party provider's IT department when appropriate to resolve reporting discrepancies, systems upgrades and modifications, and all other ad-hoc tasks.
• Assists with First party Provider's staff in determining designated campaign(s) metrics.

Minimum Requirements

Education:

• High school diploma

Experience:

• Three (3) years of experience in Collections and/or Customer Service or equivalent experience in a related discipline

Knowledge, Skills & Abilities:

• Knowledge of basic accounting principles.
• General understanding of corporate business methodology in support of company objectives.
• Flexible and adaptable to a fast-paced environment.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office, Excel and Access.
• Demonstrates a "can-do" attitude, fosters a proactive approach, and brings new ideas to the existing models.