Accounting Services Associate IV

Customer Service Specialist

Job Summary

The Customer Service Specialist is responsible for answering incoming customer calls while maintaining a high level of professionalism and working to establish a positive rapport with every caller. This position requires strong problem-solving skills and the ability to turn frustrated clients into repeat customers.

The Customer Service Specialist is responsible for resolving or forwarding customer calls and updating information in the system during and after each call. The Customer Service Specialist will also work with the management team to remain updated on relevant knowledge, policies, and procedures.

Essential Functions

• Answer a minimum number of customer calls per day while rectifying concerns or issues, including but not limited to:
  • Address changes
  • Invoicing
  • Late charges
  • Payment history
  • Payment options
  • Property tax
  • Sales tax/upfront tax
  • Miscellaneous fees
  • Other customer concerns
• Maintain an Average Talk Time between 3 and 5 minutes to gather information and determine a resolution or forward the call to the Customer Care Resolution Specialist.
• Work in a fast-paced team environment to reduce customer wait time while providing the highest level of customer service.
• Demonstrate a broad understanding of:
  • Accounts receivable
  • Payment application
  • Account reconciliation
• Process adjustment requests through the Accounts Receivable SharePoint site.
• Process single ACH and credit card payments using customer-provided software.
• Maintain customer records by updating account information after each correspondence with a caller.
• Sort and distribute correspondence received via postal mail, email, fax, and other channels.
• Respond to written inquiries received via email, fax, and/or mail within the department's mandated turnaround time of three (3) business days.
• Multitask while working in several different software applications, including but not limited to:
  • InfoLease
  • Microsoft Office
  • Outlook
  • Additional desktop applications
• Scan and upload all pertinent documentation received to OnBase.
• Acquire potential customers by answering product and service questions and suggesting information about other products and services.
• Assist with and complete any additional tasks as deemed necessary by management.
• Adhere to the ACD schedule established by the Customer Management Team.
• Attend training sessions to expand knowledge and skills.
• Assist with interdepartmental and cross-departmental training.
• Assist Collections with outbound campaigns when needed.
• Typing Speed Requirement 20WPM