Customer Service Representative

Buffalo, NY 14228

Posted: 06/17/2019 Employment Type: Contract Industry: Customer Service Representative Job Number: 3901175

The Customer Service Representative is the front-line communicator with all applicants and is responsible for top-in-class service via telephone, e-mail, and other electronic media.

Accountabilities
  • Responds to inbound inquiries and concerns of applicants via telephone and e-mail in a fast-paced, call center environment
  • Troubleshoots potential problems with web-based applications including application status, completion updates, and billing inquiries
  • Accurately follows service-specific guidelines to provide all applicants with a pleasant and efficient experience
  • Regularly exercise discretion and independent judgment with respect to matters concerning delivery of services to clients
  • Responding to and resolving client concerns escalate applicant and client issues, as appropriate
  • Meets quantitative and qualitative standards as set by department
  • Analyze and verify confidential information and enter missing data as required
  • Request missing information and clearly communicate deadlines to applicants
  • Comply with strict standard verification operations and metrics requirement
  • Collaborate with customer service department in resolving escalated client calls
  • Help with mailroom duties; batch confidential transcripts for scanning



Position Requirements
  • Bachelor s degree strongly preferred but not required
  • Prior inbound call center experience strongly preferred or equivalent experience in customer service role
  • Demonstrated experience with MS Office Suite and web-based information
  • Strong interpersonal, written, and verbal communication skills
  • Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity
  • Ability to advocate for applicants and clients
  • Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
  • Demonstrated ability to learn quickly between different roles and new responsibilities
  • High tolerance for repetitive work

Ashley Dineen
Director, Client Services

Ashley Dineen has been with The Panther Group since 2009 and has worked within many areas of the company including payroll, compliance, on-boarding, recruitment, and client management.

Ashley is a mother of two and enjoys spending time with family in her spare time.

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