Position Summary

THIS POSITION IS HYBRID TO PEACHTREE CITY, GA. YOU WILL BE REQUIRED TO COME IN TO THE OFFICE AS NEEDED/b>
Under general direction of the customer support manager, the position ensures that the customer is taken care of in all manners. This includes performing all aspects of customer support and any tasks as necessary to accomplish internal sales goals, general customer support and solving problems, issues, or request for our customers. The success of this position includes the internal support of sales/sales support in all manners and the external support of our end user customers to accomplish business requirements and service objectives for the achievement of company missions and objectives; and performs related duties as assigned.

Essential Functions

• Under supervision, Receives and responds to all customer inquiries and complaints within the Customer Support shared email inbox, that may pertain to all phases of operations including membership, billing, orders, and changes to mailing lists.
• Under supervision, records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves questions directly so that customer receives prompt satisfaction (goal is to never transfer any customer more than once).
• Under general supervision, this position handles W-9 requests, ACH requests, invoice copy requests.
• Under supervision, explains contract terms accurately in simple language so that customer can understand the explanation and how it applies to the particular question.
• Under supervision, responds promptly to all written inquiries or notifies customer if there will be a delay in obtaining a final resolution to the problem.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures and reports to Customer Support Lead.
• Under supervision, handles credit memos.
• Under supervision, reviews reports: credit report, past due report, and database reports.
• Responsible for soliciting out of office information and updating calendar on p drive.
• Performs other related duties as required.
• Updates SMC³ Customer and prospect list and manages business card entry.
• Maintain/updates CRM Database.
• Handles ACD (automated call distribution system) calls routed to Customer Service.
• Handles annual licensing renewal PO – tracking and maintenance.
• Prepare license renewal quotes in response to customer requests or as assigned by Sales.
• Handles first touch sales relationships.
• Handles leads.
• Order entry for SOE’s, SGD, BatchMark, Bid$ense, Password resets, Add/Remove XL Users, FastClass, CZ Online, NTD, EDI, IPA, RateWare Quarterly Billing, LTL Coursework, etc.
• Handles Data chase for new tariff data modules/ASCII data, PI creation
• Handles weekly Module update customer notification.
• Handles Demo requests
• Handles CzarLite license verification requests
• Under direct supervision begins training for IPA and EDI process.
• Under direct supervision begins training for RateWare Quarterly Billing process.

Qualifications

• College degree preferred.
• High school diploma required.
• 2-4 years previous customer service/support experience required.
• Proficient in Microsoft Office Tools a plus.
• Proven Experience with CRM preferred.
• Must have excellent verbal and written language skills.
• Quick Learner.
• Strong organizational skills.
• Ability to follow directions.

Skills

• Problem Solving
• Interpersonal Skills
• Oral Communications
• Written Communications
• Planning/Organization
• Accuracy
• Adaptability
• Dependability
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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.