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Senior Assistant Customer Support
Ref No.: 22-08957
Location: Madison, Wisconsin
Pay Rate : $ 18.50 /Hour
Title: Senior Assistant Customer Support
Job ID: GNWLJP00003989
Location: Remote, location based in Madison, WI
Duration: 12 month contract with extension opportunity
Health Benefits Options Included

Our client is seeking a eager and personable Senior Assistant Customer Support professional to assist with basic customer inquires and requests. 

Essential Job Functions
  • Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
  • Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision.
  • Researches customer inquiries and responds to appropriate parties in a timely manner. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded.
  • Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
  • Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
  • Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information. Interfaces with team members, management, and customers in reference to customer service issues.
  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
  • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Basic Qualifications:
  • High school diploma or G.E.D.
  • Two or more years of customer service or other telephone experience
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software

Other Qualifications
  • Business and analytical problem solving skills
  • Communication skills Ability to work independently
  • Ability to follow oral and written directions