Job Description:
HYBRID Work Opportunity
Experience level: Associate
Experience required: 3 Years
Education level: Bachelors degree
Job function: Administrative
Industry: Consumer Electronics
Relocation assistance: No
Visa sponsorship eligibility: No
Work Hours per Day - 7.5
Work Hours per Week - 37.5
The role is slated for three months, however, there is a possibility that it could be extended.
Note : This position offers a hybrid work schedule requiring you to be in the office Tuesday and Wednesday with an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). The first 30 days are mandatory in office from Monday-Thursday. Note that work schedules and office reporting requirements may change from time to time based on business needs.
Job Description
Provides premier customer and dealer support, as single point of contact for all servicing processes for all Strategic Clients.
Key Responsibilities (Do):
Acts as the single point of contact for and takes ownership of a portfolio of customers
Financials Strategic Clients. Strategic Clients can include large global corporations, State and local governmental entities as well as the United States Federal Government.
Responsible for servicing all aspects of the Strategic Client relationship, including but limited to:
o Responding to customer inquiries in a timely manner in order to provide best in class customer service while maintaining internal aging receivable levels.
o Conducting large scale reconciliation and cash application analyses.
o Root cause, problem solve and develop action plans for complex customer facing issues.
o Simultaneously handling issues spanning multiple disciplines across complex, multi-schedule clients.
o Develop, utilize and effectively translate multiple types of reporting in order to visualize the high level picture of the portfolio as well as individual customers.
o Reading, understanding and acting on customer purchase orders, invoicing requirements, payment methods and the processes involved with them.
o Understanding and executing the end of lease process for multiple lines of business as well as individual customer requirements. End of lease processes include: buyout and upgrade quotes, scheduling equipment removal and contract termination.
o Identify, understand and oversee the rebooking process for customers in the portfolio stemming from errors, changes to contracts or contractual obligations.
o Engaging with various business partners
o Engaging with all levels of partners within our Strategic Clients. Engagement can be anywhere from AP personnel through C-level employees.
Complete other high priority projects assigned by the leadership team.
Results Expected (Deliver):
Achieve and maintain exceptional Customer Satisfaction scores
Achieve and maintain exceptional Quality Assurance scores
Achieve Aging Receivable and Productivity goals.
Achieve other goals as assigned by leadership.
Demonstrate exceptional customer service/listening skills and provide timely follow-up
Ability to work independently and make customer impacting decisions, consistently providing quality work with minimal leadership supervision.
Demonstrates a positive attitude, quality work ethic, works well with others, and respectful of other associates at all times.
Other Expectations:
Bachelors degree or equivalent experience preferred.
Experience Preferred: 1-3 years of Collections/Customer Service experience.
Strong verbal and written communication skills.
Intermediate knowledge level of Microsoft Office products, specifically Excel and Word
Requires individuals to work successfully within a team environment and inter-departmentally to ensure service levels, group and individual metrics are met.
Experience with large customers containing multiple schedules.
Experience with Governmental Entities a plus
Experience with understanding payment application and payment reconciliations
Proven analytical problem solving skills and basic math skills required
Ability to multitask and excel in a fast paced environment.
Strong ability to prioritize, with excellent time management skills.
Successful utilization of systems: Salesforce, Unified Desktop