Manpower Group Client Services Representative I - Norcross, GA in Norcross, Georgia
The Client Services Support Specialist I is responsible for servicing and supporting clients through a shared services model. Requests are responded to and managed via email and phone and potentially other channels, such as Chat. The Client Services Support Specialist I is familiar with Stericycle Communication Solutions Client Services practices, services and pricing models. The Client Services Support Specialist I maintains the Client Services processes and ComSol product solutions knowledge and attends required education. Responsible for responding to complex client billing and invoice inquires specific to client's requests. To include payment processing, credits, adjustments, sales tax, tax exempt, purchase orders, payment methods such as EFT, ACH, and credit card, as well as, understanding of billing processes, approvals and collections. The Customer Support Specialist I will also be familiar with retention processes and aid in prevention of customer cancellations. This role will involve understanding of billing systems and associated reporting tools. The Client Services Support Specialist I performs necessary research and analysis in meeting the client's needs or the Client Services team member's requests. The Client Services Support Specialist I is responsible for delivering high-quality service, responding to internal and external client requests promptly and demonstrating ownership of client need or request, and ensuring closure and client satisfaction.
Essential Duties & Responsibilities:
*Respond promptly to complex client billing and invoice inquires specific to client's requests.
*Perform necessary research, analysis and provide recommendations to support the clients' needs.
*Answer client support and billing related questions or inquiries.
*Resolve, in a timely fashion, any client issues or concerns, confirming closure to ensure satisfaction.
*Provide problem resolution to Client Services team members for routine inquiries related to customer specific invoicing and billing
*Owns client support requests to closure and recognizes at-risk triggers and/or need for escalation to supervisor.
*Follow procedures outlined in the customer handling reference guide and take ownership with necessary additions and updates.
*Assist in the development of process documentation.
*Report and track all customer communications in SalesForce.com, or appropriate tracking systems in a timely accurate manner.
*Perform account and client data maintenance utilizing SalesForce, including contacts, address, etc…
*Communicates appropriately any operational and system issues that impact client programs or our ability to service our clients.
*Maintains knowledge and understanding of ComSol billing systems, processes, approvals and associated reporting tools.
*Maintain knowledge of ComSol products and services and location/site knowledge.
*Maintains knowledge of Client Services practices and attends requested product, systems, and Client Services education and meetings.
*Influences client satisfaction goals by delivering high-quality service to clients and internal team members.
*Support management and assist Client Services Team in consistently seeking, identifying, and communicating best practices.
*Other duties as assigned.
*Team coverage hours are 7 a.m. to 7 p.m. CT, Mon-Fri with shift coverage options available in between those hours.
*Education equivalent to a Bachelor's degree or the equivalent in related work experience.
*Three or more years of account management or client support experience; contact center experience a plus.
*Excellent verbal and written communication skills Highly proficient computer skills with Windows Operating Systems and Microsoft Applications
*Strong MS Excel, MS Word and MS PowerPoint skills, especially Excel
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.