Customer Service and Benefits Advisor servicing member benefit products while delivering high customer service for AGIA. Assisting with inquiries, resolving concerns, and promoting products for satisfaction and retention.
About the role
- Account Support Representative ensuring high quality customer service by resolving product issues. Processing orders and maintaining effective communication with customers, sales reps, and management.
Responsibilities
- Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
- Assist customers, sales reps and management with inquiries or issues concerning orders.
- Analyze, review and process customer’s request for return authorization and credits.
- Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
- Provide technical and/or product information as required to respond to customer inquiries.
- Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
- Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers.
- Monitor and communicate needs for final order confirmations.
- Collaborate with the vendor compliance team on new account requirements, vendor requirements changes and other brand initiatives.
- Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
Requirements
- High School diploma or its equivalent; Associate’s degree in related field preferred
- 3-4 years of related professional experience
- Customer Service Certification preferred
- Must display a mastery of intermediate C/S skills
- AS400 and EDI experience required
- MicroStrategy experience preferred
- Excellent telephone communication skills
- Excellent listening skills
- Strong written and verbal communication skills
- Strong computer skills (internet, mainframe, Excel & Word)
- Must be flexible and willing to accept change
- Strong organizational skills with the ability to multitask
- Ability to handle difficult situations
- Ability to work in a fast paced environment
- Must be able to work with pivot tables
- Travel may be required, based on business needs.
- Adhere to regular in-office presence, including to engage in in-person team interaction, meetings and collaboration.
- Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.
- Must have authorization to work in the United States.
Benefits
- Medical/dental/vision insurance starting on day one
- Term life insurance
- Paid vacation/holidays
- 401(k) Savings Plan with company match
- Associate discount across all Catalyst Brands
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