Our client, a major data & analytics company, is actively looking for a Customer Support Representative to join their team in Alpharetta, GA! This is a hybrid position, on-site 2-3x per month or as needed, so only local applicants will be considered.
*** This begins as a 6-9 month contract with an opportunity to extend or convert to full-time ***
The primary responsibility for this role is to support a variety of ad hoc departmental projects, such as coordinate mass mail merge communications to customers, analyzing / resolving customer account data discrepancies, assist customers with past due balances, account inquiries and resolve complaints. This role involves regular interaction with colleagues regarding customer account details and balances, as well as coordination with internal departments and customers to provide updates and follow up as needed.
Job Responsibilities:
- Analyze customer account data, such as billing contact information, undeliverable emails, and collection strategies
- Coordinate customer communication through mail merge program
- Approve the resolution of customers’ service or billing complaints by authorizing activities such as refunding money and adjusting bills.
- Act as escalation point for clients/customers.
- Approve the referral of unresolved customer grievances to designated departments for further investigation.
- Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Qualifications:
- High school diploma or GED required, prefer to have college degree
- 3+ years of experience in accounting, collections or customer service/billing required.
- Intermediate excel skills are required
- Email outlook experience is required.
- General knowledge of accounting is preferred.
-- Excel test will be administered to complete prior to interview.