Senior Customer Service Representative Resume Samples

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V Boehm

Vaughn

Boehm

356 Ahmed Burgs

Phoenix

+1 (555) 664 0057

356 Ahmed Burgs

Phoenix

Phone

p +1 (555) 664 0057

Experience Experience

Chicago, IL

Senior Customer Service Representative

Chicago, IL

Hodkiewicz Group

Chicago, IL

Senior Customer Service Representative

Assists Supervisors and Managers with coaching, and helps develop new agents or low performers
Provide assistance to the Manager, Retail Banking in developing and maintaining the branch’s deposit portfolio
Provide assistance to the Manager, Sales & Service in developing and maintaining the branch’s deposit portfolio
Manage all assigned major or key account contacts within established procedures and performance standards
Create a strong working relationship with Advisors and their assistants
Analyze statistics and provide management team with KPI’s that will assist with efficiency, scheduling, etc
Work with the customer contracts, calculation of the works provided

Detroit, MI

Operations Senior Customer Service Representative

Detroit, MI

Ondricka-Lemke

Detroit, MI

Operations Senior Customer Service Representative

Ongoing communication with SECA sales Specialist and customers
Up-sells to customer upgrades as necessary
Ensure customer orders are processed, maintained, shipped while monitoring and driving on time and goal achievement
Handle all inbound/outbound (English/French) calls from/to Home Depot sales associates, end customers and delivery agents regarding pre- and post-purchase inquiries, individual Home Appliance orders and ETA on inbound product
Tracks call related information of each call received for auditing and reporting purposes
Proficient in MS Office software including Excel, Outlook and Word
Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic

present

Los Angeles, CA

Susquehanna Commercial Finance Senior Customer Service Representative

Los Angeles, CA

Kohler-Goyette

present

Los Angeles, CA

Susquehanna Commercial Finance Senior Customer Service Representative

present

Work closely with and help Susquehanna Commercial Finance President train new hires
Work with insurance and PPT administrator to resolve customer issues
Provide Bill of Sale, invoice and copies of documents to customers
Work closely with other departments in the Bank to resolve customer's issues
Take ownership of customer problems and follow through until resolution is achieved
Update Lease Plus accurately with revised customer information (e.g. phone/fax numbers, address changes)
Ensure the utmost confidentiality

Education Education

Bachelor’s Degree in Business

West Virginia University

Bachelor’s Degree in Business

Skills Skills

Professional skills in communications and writing; strong interpersonal skills; and very good PC user skills
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Detail oriented with ability to prioritize and follow through with commitments
Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
Strong analytical and problem solving skills, ability to trouble shoot data
Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel and insurance administration systems
Responsible, reliable, dedicated and accountable
Ability to understand and follow basic instructions and guidelines
Ability to organize thoughts and ideas into understandable terminology
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

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15 Senior Customer Service Representative resume templates

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Senior Customer Service Representative Resume Examples & Samples

Respond to and resolve customer service requests according to EquiTrust policies in a prompt, efficient and courteous manner for internal and external customers, department staff and other contacts
Perform case management for life insurance applications from the point of application receipt, throughout the underwriting and approval process, and conclude when the policy is issued
Coordinate policy processing among 3rd party Underwriting team, EquiTrust staff (Sales/Marketing) and other intermediaries
Facilitate ordering and retrieving all necessary underwriting requirements, telephone interviews, attending physician statements, etc and is responsible for all required follow-ups to ensure seamless and timely processing of the application
Prepares illustrations as needed for policy issuance
Communicate with other insurance companies regarding replacements from other insurance or annuity companies
Determine accurate premium amounts are in place to issue the policy and ensure it is within premium limits. Administer communication regarding Modified Endowment Contracts (MEC)
Maintain and provide management reports on a defined basis regarding the status of each assigned case
Communicate on both a written and oral basis, with stakeholders including agents, IMO’s, and clients, and internal departments such as Underwriting, Sales Support, Compliance and Actuary. Strictly adheres to HIPAA guidelines in all communication
High school graduate or equivalent required; associates degree in business or other related discipline preferred
Professional industry designations such as Chartered Life Underwriter (CLU), LOMA’s Associate Life Management Institute (ALMI), Associate Customer Service (ACS), or Associate Customer Service (ACS) or demonstrated work toward achieving designations
Six to seven years life insurance experience in new business or underwriting with solid knowledge of life insurance taxation aspects (MEC, TAMRA, Guideline Premium Tests) and basic understanding of medical terminology as related to life insurance required
Strong communication skills, including oral and written skills
Ability to learn quickly and understand complex administration systems
Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel and insurance administration systems
Responsible, reliable, dedicated and accountable
Organized, multi-tasking, self-directed
Professional communication and diplomacy
Innovative and inquisitive
Strong attention to detail; accurate

Senior Customer Service Representative Resume Examples & Samples

Proficiency in S & S Customer Service, Order Entry, UOPS,CSI Order Management Reservation, WM
College 2 or 4 year degree preferred or commensurate business experience
Professional telephone and email etiquette
Excellent written /verbal communication
Excellent analytic and judgment ability
Proficiency in Microsoft Office Suite, Internet

Senior Customer Service Representative Resume Examples & Samples

Analyze statistics and provide management team with KPI’s that will assist with efficiency, scheduling, etc
Will be responsible to oversee the Quality Assurance program and assist, as needed in the review process
Access email volume and call volume and make recommendations on how to meet departmental goals which are: ASA 6:30 or under, % return to queue 1% or under, emails solved per hour of idle time 7 or more, Email % one touch at 85% or greater, Availability at 75% or greater, and Sales per call at $6.75 or higher
Responsible for sending out daily/weekly/monthly stats to all team members
Key Licensee Contact - work closely with licensees on ensuring that customer issues are handled properly. Identify areas where assistance is needed and bring it to the attention of management
Assist in answering consumer calls and emails for the four retail divisions and store phone lines. Resolve all issues associated with those calls/emails, making certain that consumers and stores are serviced properly and efficiently
Will cover as a key escalation contact person
Assist supervisors with special projects, as needed
Will handle set up and maintenance of all statistical phone and email reporting
Posting of current Heritage and Designer Promotions on the internal Help Center
1 to 3 years customer service experience; apparel industry experience preferred
Excellent verbal, written, and interpersonal communication skills required
Ability to juggle multiple priorities and work well with a demanding workload
Strong computer skills with Windows background including Word
Very Strong Excel experience creating spreadsheets, pivot tables, and presentation charts
Must enjoy a fast-paced environment, and be able to juggle multiple projects
Must have the ability to make split-second decisions in order to resolve customer issues
Must demonstrate a positive attitude and be a team player
Knowledge/experience with HTML language is desired

Senior Customer Service Representative Resume Examples & Samples

Education and Accreditation
Completed high school education, or equivalent work experience
Bilingual: French & English

Senior Customer Service Representative Resume Examples & Samples

Provide moderate to complex customer support by phone, email, or instant message
Process customer orders or changes of address, and assist customers with billing issues or questions in a timely manner
Track and document inbound support requests and ensure proper notation of customer problems or issues
Update customer information and ensure accurate entry of contact information
Associate’s degree is typical
4-5 years of experience
Excellent time management and organizational skills in a high-volume environment; with the ability to set priorities and multi-task
Excellent verbal /written communication skills
Proficient in Microsoft Office systems (word, excel, outlook)
Working knowledge of SAP or Oracle systems desirable
Must be able to exercise good independent judgment

Senior Customer Service Representative Resume Examples & Samples

Respond to customer requests by phone and/or in writing to ensure customer satisfaction and to assure that service standards are met
Process customer requests in a timely and accurate manner (may require the performance of financial calculations or the ability to compose effective, professional written communications)
Integrates Knowledge and experience as a skilled specialist
Possesses a broad knowledge of related processes, disciplines and their interdependencies
Possesses deep technical knowledge in area of specialization
The physical requirements of this position require the ability to sit at a desk for extended periods of time, use a computer for extended periods of time, and use the telephone to interact with customers for extended periods of time

Senior Customer Service Representative Resume Examples & Samples

Enter data for new business applications, including verification of all data according to New Business guidelines
Train new employees on application processing policies and practices
Facilitate the ordering and retrieval of all necessary underwriting requirements including telephone interviews, attending physician statements, etc. responsible for all required follow-ups to ensure seamless processing
Prepare illustrations for policy issuance
Prepare transfer/1035 letters of acceptance, selecting proper line of business and match paperwork according to customers’ requests
Communicate with agents/IMOs to ensure all new business requirements are satisfied; follow up with resigning custodians on pending incoming transfers
Verify incoming money applied to policy/contract and issues contracts
Request and record cost basis on non-qualified contracts
Coordinate, prepare and sends e-mail or written correspondence and service requirements to agents and clients
Participate in administration system and business process testing and time-sensitive projects
High school graduate or equivalent required; Associates degree in business or other related discipline preferred
At least three years life insurance and/or annuity contract experience in a call center, new business or in-force customer service role or comparable insurance or financial services experience
Thorough knowledge of annuity and life products and processes, especially for fixed and indexed annuity products and current tax laws and regulations as applied to life and/or annuity policies and contracts
Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel, and insurance administration systems (SEG and DST)
Integrity
Agility
Demonstrate ability to multi-task and flexibility in scheduling of daily activities

Senior Customer Service Representative Resume Examples & Samples

Validate order book proactively to ensure customer terms on specific orders are achieved
Process, coordinate and investigate Account shipment claims or return requests received via telephone, fax, and mail or otherwise following existing Company policies, procedures and programs
Provide leadership, coaching, training and mentoring to customer service team members
Develop and review individual and team KPI’s and transactional activities to improve business
Standards, service levels and financial results
Develop and review reports relating to order book KPI’s and transactional activities of the team including forecasting
Support the CS Manager with staff evaluations, team decisions and strategic development
Comfil and B2B subject matter expert and troubleshooter
Excellent command of French/English language
Minimum 2-3 years of customer service related experience (preferably retail environment

Senior Customer Service Representative Resume Examples & Samples

Manage Digital contract process by examining them for accuracy and making appropriate changes. Provide analysis on deliveries, and provide order/contract ATP review. Maintain ongoing communication with a variety of departments to provide updates, track factory orders to preserve inventory feed integrity, as well as manage order fulfillment
Develop fulfillment process for all cancelled digital orders in order to enhance customer experience and gain incremental revenue. Coordinates activities with Digital Planning team and the DC for special requests and promotional events
Develop and cultivate key partnership with Digital Planning to maintain weekly and monthly On Order ATP reporting and communicates information to Allocations Department for Inventory Feed validation with an emphasis on fill rate requirements
Manage and understand the Digital order flow forecast and how that relates to contracts in the backlog. Track and report out on actual to plan
Acquire and maintain a working knowledge of the account's unique business needs and practices as well as Cole Haan's policies and procedures as guidelines in the execution of the above responsibilities

Senior Customer Service Representative Resume Examples & Samples

Manage orders for all Cole Haan product lines by leveraging technology to receive orders (EDI, B2B, Orders@colehaan.com ) and allocate inventory (Release Rules) to fill levels that balance quantity, collection, time of delivery with Cole Haan business operating efficiencies and vendor compliance requirements
Initiate proactive order fulfillment activities that will streamline the fulfillment process. Partner with the account, the account executive and internal operations to diagnose areas of opportunity to gain efficiencies. Represent the customers' operating requirements to internal operations to facilitate changes
Drive the analysis of order performance as indicated by the order fulfillment metrics: past cancel, allocated and held, ATP in or ATP out of the month, contract draws to take corrective action to best utilize inventory by manipulating the allocation of product between customers. Design and develop major account specific metrics to track Cole Haan performance
Take the initiative to participate with management to create and sustain an environment that challenges complacency and welcomes the energy of creativity
Participate in the change required to achieve positive results in a challenging, highly competitive wholesale environment. Create and sustain dialogue with assigned accounts and account executives to understand the direction of the business and the role of the product. Advocate change in order fulfillment management as necessary to stay competitive

Senior Customer Service Representative Resume Examples & Samples

University degree/college diploma or equivalent work experience
2 years of related customer service experience
Good knowledge of standard desktop applications used by the business unit
Good knowledge and understanding of the business unit’s key products and services, processes and controls
Good knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
Good oral, written and listening communication skills, with ability to explain procedures and legal requirements clearly and concisely

Senior Customer Service Representative Resume Examples & Samples

Communicate effectively
Adapt and learn
Good, independent judgment
Build collaborative relationships
Manage all assigned major or key account contacts within established procedures and performance standards
Formally respond to major or key account contacts and inquiries via multiple channels such as phone, email or online chat
Process major or key account orders and generate quotes according to established procedures
Maintain major or key account files according to established procedures. Accurately account for and track all major or key account contacts
Manage major or key account information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
Provide major or key account with pertinent product information and/or company marketing information in order to maximize sales opportunities
Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing back order lists
Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit(s)
Identify process improvement opportunities and make recommendation to the supervisor or manager
Attend Business Unit Sales meetings, as needed
Meet with Major or key account customers, as required
Reliable attendance and punctuality is critical to successful performance in this role
All other responsibilities, as assigned by management. (This is usually a temporarily assigned task. I.E. Assist with special projects as they are assigned)
Ability to solve practical problems. Ability to interpret a variety of instructions furnished in oral, written or schedule form
Must have a service oriented focus that benefits the customer base and the company
Attention to detail and accuracy is a must

Senior Customer Service Representative Resume Examples & Samples

Provide World Class Client Service to Merchants, Resellers and other Customer Service Representatives via inbound phone calls, email or chat
Handles escalated issues for Merchants and Resellers
Provides Floor Monitor support via chat to assist and answer questions from internal customers
Works billing related tickets requesting refunds and researches the compliance of such requests
Responds to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
Update the ticketing system with current status of all ongoing issues and Merchant Contacts
Customer service representative experience required within Authorize.Net Merchant Support with excellent performance results
Demonstrated commitment to quality and customer service

Senior Customer Service Representative Resume Examples & Samples

As part of a team of financial professionals,you will consistently deliver great customer experiences within a branch environment
You will ensure compliance and adherence to Bank policies and procedure,as well as,assist with branch administration and operations through completion of assigned tasks to ensure an effectively and efficiently operating branch
Sales and service oriented with a demonstrated ability to proactively listen,identify sales opportunities and solve problems

Senior Customer Service Representative Resume Examples & Samples

Providing superior technical support to our clients and cardholders, via telephone or email, in order for them to efficiently manage their transactions and expense reimbursement via the MasterCard online system
Handling a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts
Dealing with calls from authorisation centers and merchants regarding the processing of transactions
Managing more complex cardholder and client queries to a mutually satisfactory resolution and, where necessary, take responsibility for escalated issues from other areas of the team
Ensuring that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
Being consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained
Servicing all telephone or email requests received from cardholders and clients, within defined SLAs
Assist with special projects as assigned by management
Perform miscellaneous duties as assigned by management
Update bank records in accordance with Data Protection requirements

Senior Customer Service Representative Resume Examples & Samples

Driving sales through exceptional customer service
Assists in maintaining store standards
Responsible for knowing and achieving personal sales goals
Participates in receipt and placement of merchandise

Senior.customer Service Representative T&O Resume Examples & Samples

Strong oral, written and listening communication skills, with ability to explain procedures and legal requirements clearly and concisely Attention to detail and the ability to multi-task in a fast-paced environment
Knowledge and understanding of the business unit’s key products and services, processes and controls
Understanding of the business unit’s risk and regulatory requirements
Knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
Analytical and problem-solving skills; good investigation skills
Prioritization and organizational skills

Senior Customer Service Representative Resume Examples & Samples

Research and analyze transaction patterns to determine dispute type
Clearly educate cardholders on the dispute process, timeframe and provisional credit guideline
Efficiently document fraud and non-fraud cases with detailed notes regarding the case and the action taken
Properly 'status' Lost/Stolen calls for fraud dispute scenarios and replace card when applicable
Accurately identify and service various program/client-specific programs
Able to work the shift of 7:00 am – 3:30 pm

Senior Customer Service Representative Resume Examples & Samples

Utilize Circulation system to process and follow through on all customer inquiries in an accurate and timely fashion. Provide regular and timely feedback regarding customer complaints and concerns. Maintain accurate and timely reporting of work performed on a daily/weekly basis
Compose and send written correspondence to customers as needed. May also create or update written procedures
Work effectively with other Customer and Field Support team members to ensure the highest level of communication and productivity
Complete reports accurately and on time
Support the circulation department by performing other miscellaneous duties as assigned
Ability to organize and follow through
Excellent computer keyboarding skills
Ability to type a minimum of 50 wpm
Demonstrated ability to work independently, and to carry out assignments to completion with accuracy and minimum instructions
Ability to adhere to prescribed routines and practices

Senior Customer Service Representative Internal Applicants Resume Examples & Samples

Provide expertise and customer service support to customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering ,quality, delivery, billing, etc
Assist Team Leaders with providing direction and support to CSR’s as appropriate to help ensure completion of daily roles and responsibilities, and to help individuals and teams reach performance goals
Use business tools and techniques to assess performance of CSRs, and/or CSR’s recently transitioned from Nesting to help identify performance gaps, reasons for the gaps, and to assist with supporting development action plans as appropriate
Build and maintain business relationships, as well as open lines of communications with our partners in Training, QA, and other support areas
Assist Leadership team with employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
Partner with the Training department as appropriate to support the training of customer service representatives based on business need
Assist with customer escalations by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
Minimum of Level 3 CS Representative meeting all minimum KPI’s, has no disciplinary action and/or conduct issues for the past 90 working days
Requires ability to work a flexible schedule including nights and weekends as needed to support the needs of the business and performance requirements
Demonstrates strong working knowledge and understanding of call center performance metrics (i.e. service levels, KPI’s, etc.), as well as our systems, products, services, policies, procedures, etc
Champions and role models BBCOM core values
Multi-task along all contact channels including phone calls, emails and chats
Review and analyze performance data in an effort to identify performance trends
Identify areas for performance and/or process improvement and propose viable solutions
Problem solve
Adjust roles and responsibilities at a moment’s notice in response to business need
Encourage and motivate others
Organize and manage time efficiently
Act with integrity and maintain a high level of confidentiality
Work effectively in a team environment and maintain a professional and positive manner
Provide real time feedback in observations and mentoring of CSR’s
Embrace and champion change
Communicate effectively in a clear and efficient manner with a variety of individuals both verbally and in writing
Ability to perform other related duties and responsibilities as assigned or required
High school education or equivalent
Intermediate experience with Microsoft Office Suite preferred

Senior Customer Service Representative Resume Examples & Samples

Product and Process
Risk and Control
Business Performance Management
Product and Process Provide cost-effective first-level business support by applying appropriate solutions and/or performing research, investigation and problem-solving. Review and respond to all customer inquiries (phone, fax, email and workflow technology) with high quality, professional service and within operating standards, and complete required transactions, corrections and related communications. Resolve the majority of issues as specified in the service level agreement/ business partner agreement (SLA/ BPA) as the first point of contact. Provide excellent customer service in the resolution of more complex customer issues, and provide regular updates to manager and internal business partners. Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis or investigation. Enable productive relationships with internal business partners and other functions through responsiveness and support. Proactively work with others (i.e., own team, shared service centre,other operational areas, internal business partner and/or external customer) to ensure delivery of timely, quality and efficient customer service. Provide on-the-job assistance and training to others, as requested. Process and/or fulfill more complex, non-routine transactions. Address and resolve repetitive problems that may negatively impact customers; escalate to manager, where necessary
Risk and Control Keep informed of changes in regulatory requirements and Bank standards, policies and procedures (P and Ps) relating to product area(s). Understand and follow regulatory and compliance procedures. Note: Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another

Senior Customer Service Representative Gcas Resume Examples & Samples

Respond to inbound telephone calls, many of the calls will generate an outbound call regarding information on aspects of multiple Visa products, including, but not limited to, following up on emergency card and cash services
Evaluate the nature of each call and determine the appropriate action to complete the call
Ability to learn and adjust quickly to changes in process
Quickly respond to Manager/Lead request to support workload redistribution

Senior Customer Service Representative DPS Resume Examples & Samples

Requires a minimum of 6 years' experience in a customer service environment
A minimum of 3 years in a Contact Center environment and minimum of 1 year in GCAS
Maintain confidentiality

Senior Customer Service Representative Resume Examples & Samples

Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards
Act as peer mentor to customer service associates
Handle assistance calls from peers

Senior Customer Service Representative Resume Examples & Samples

Resolve client inquiries by utilizing multiple technological sources, including but not limited to telephone, live web chat, email responses, and customer submitted web inquiries
Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Act as second tier support for escalated customer calls
Identify trends in call escalations and recommends training topics to management
Help drive agent performance and client knowledge to enhance business
Manage and resolve identified client issues for assigned customer accounts
Data enters information into various computer applications
Navigate through the knowledge base to identify appropriate resolution for client issues and concerns
Assist agents with knowledge base navigation
Escalate unique client concerns or inaccurate information contained in knowledge base to the immediate supervisor for resolution
Project a favorable image of the company to promote its objectives and goals and enhance client and customer relationships
Participate in internal training programs to expand job knowledge and support multiple clients
Provide delightful, efficient and accurate resolution to customer inquiries
Any other duties or projects as requested by management
Strong personal computer /Mac troubleshooting skills; ability to solve problems and determine root cause of issues
1-3 years of technical support/troubleshooting
1+ years experience working with web sites, applications, and networks
Windows/Mac/Linux technical experience
Ability to motivate, educate and encourage others
Must have computer knowledge equivalent to needs of particular client type
Familiarity with education related technologies
Must be able to handle multiple job tasks at one time and escalate issues timely
Basic knowledge of Microsoft Office products
Microsoft Certified, or Apple Certified Technical Coordinator (ACTC)
Two years of customer service experience highly preferred
Previous experience in the education industry and e-learning technologies
Some college preferred
Contact center experience preferred

Senior Customer Service Representative Resume Examples & Samples

Listens carefully to identify customer needs and expectations
Track and document inbound support requests using established CRM system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information
Maintain quality service by following established policies and procedures
Ensure proper security procedures are followed on all customer interactions
At least 1 year of experience in a call center environment
Experience with a call center management phone system
Proficient in MS Word, Excel and e-mail, PC operations, web browsing and easily navigates in a Windows environment
Pleasant, friendly and has good telephone etiquette and written communication skills. Spanish language skills are a plus but not required
Experience answering customer questions over the phone or via e-mail & chat
Prior experience working in a call center is preferred
Bachelor’s degree is preferred
Experience with Live Chat a plus

Gcas Senior Customer Service Representative Resume Examples & Samples

May assist with new hire and refresher training or contribute feedback for training program updates
Serve as escalation point for moderately complex calls requiring advanced knowledge of product line
Minimum of 4-6 years experience in a customer service environment. (AP, Canada, LAC, US) OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. (CEMEA)

Senior Customer Service Representative Resume Examples & Samples

Manage all customer contacts within established procedures and performance standards
Formally respond to customer contacts and inquiries via multiple channels such as phone, email or online chat
Process customer orders and generate quotes according to established procedures
Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
Bachelor’s degree or equivalent from a four-year College or University; OR one to two years related experience and/or training
Previous experience in the educational field is a plus but not required

Senior Customer Service Representative Resume Examples & Samples

70%: (Non-sales) transactions, on-wicket
10%: Operations and Administration
5%: Branch meetings
5%: Participate in Coaching Activities
10%: Risk Management

Senior Customer Service Representative Resume Examples & Samples

Identifies, documents and reports all inaccuracies or procedure breaches to management
Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs
Own level 1 issues through resolution working with VISA product, application, business or development groups
Understand the customer's needs, business requirements and priorities; Know when Level 2 Support escalation is needed
Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements
Data entry in multiple internal applications
Works with the production floor and other departments to coordinate workflow and ensure a seamless operation
4-6 years working experience with additional 2-3 years of customer service and/or office environment experience providing administrative support
Ability to handle multiple projects simultaneously while meeting deadlines
Must be able to work effectively independently and collaboratively
Must have the ability to remain objective while performing quality control functions
Able to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint, as well as familiarity with internal CRM applications
MUST BE FLUENT IN ENGLISH & POLISH

Senior Customer Service Representative Resume Examples & Samples

Takes ownership of customer concerns and strives to be the primary connection between the customer and our organization
Responds to customer questions, inquiries, requests and problems accurately, concisely and appropriately
Continually portrays and projects a positive and professional image of TCF. Consistently achieves the established standards of the position
May be asked to perform training for less experienced representatives
Performs other duties as assigned or apparent
High school graduate or equivalent work experience
12 consecutive months as a Customer Service Representative (full-time or part-time)
Demonstrated ability to exercise good judgment
Successfully handles complex calls and maintenance transactions with minimum assistance
Successful completion of all required Training Track coursework or evidence of customer service, negotiation and problem solving training classes

Senior Customer Service Representative Resume Examples & Samples

Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publicly
6 years working experience with additional 2-3 years of customer service and/or office environment experience providing administrative support
MUST have 2 years minimum experience in supporting GCCS Digital Services

ESC Senior Customer Service Representative Resume Examples & Samples

Courteously, accurately, and professionally respond to inbound calls from Citi employees and Citi vendors for all Accounts Payable related end-to-end functions namely Invoice Payment, Internet Procurement and Citi Expense Reimbursement processes
Prepare and respond timely and accurately to email inquiries from Citi employees and vendors who write to one of our email addresses for the services listed above
Handle Citi Directory Assistance calls, as required, within service standards and according to documented procedures
Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance via the existing tracking mechanism
Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation
Conduct or assist with training of new Customer Service representatives as needed
Conduct or assist with training of refresher training to Customer Service representatives as needed
Perform Call Center administrative tasks as required
Support the research of customer escalations
Minimum one year experience in Accounts Payable Call Center
Demonstrated proficiency in, at minimum, two of the three core Accounts Payable products (Invoice Processing, Internet Procurement, Expense Reimbursement)
Ability to conduct training
Meeting Citi attendance and tardiness guidelines
Good organizational skills and prioritization capabilities
Working knowledge of the MS Office programs, especially MS Excel and MS Word
Strong degree of reliability
Educational Level: High School Diploma/GED

Senior Customer Service Representative Resume Examples & Samples

Perform all delegated tasks to assign work, follow up to assure timely completion, and other duties as listed above
Provide requested technical data, and generally maintain an attitude that all client issues will be quickly resolved
Work independent of supervisor and technical assistance except for unusual problems or when no precedent or established practice is available
Utilize extensive knowledge of industry technology and methodology and well-developed liaison skills to care for clients
Process numerous transactions to send and receive information
Coach, train, cross train, assist, and in general work with people to improve their skills and abilities for client services
Coordinate and oversee client visits to company locations
Investigate and expedite resolution for any and all client complaints or issues
Keep company informed on status of relationships or assigned portfolio
Make recommendations to management as appropriate
Prepare and submit periodic reports on activities and client relationship status
Work with implementation to accept new customers for continuing client service administration
Six (6) or more years of direct or closely related experience in customer service or as an account representative
Extensive knowledge of industry technology and methodology
Professional skills in communications and writing; strong interpersonal skills; and very good PC user skills
Also requires good organizational skills, ability to stay in control and maintain even handed approach with people while working with continually changing multi-task in a deadline work environment

Senior Customer Service Representative Resume Examples & Samples

Address on average 30 – 50 inbound inquiries each day from internal & external customers within a structured environment
Interface with other departments to resolve problems related to order to cash cycle
Must be able to attend 5-6 weeks (40 hours/week) of paid training
Must be able to work successfully in a highly structured environment
Critical attention to detail and highly dependable
Ability to handle multiple tasks at once

Senior Customer Service Representative Resume Examples & Samples

Resolve complex questions/issues and refer other inquiries to appropriate areas as needed
Demonstrate a comprehensive understanding of specific company products in order to portray confidence and credibility to customers and assume ownership
Accuracy in processing changes to customer policies which require an agent's license
Pre-screen for new business during routine customer calls
Develop a subject matter expertise and remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries
High school diploma required; Bachelor’s degree (preferred)
Commercial experience preferred
Excellent communication skills (both oral and written)
Internet proficiency skills are preferred

Senior Customer Service Representative Resume Examples & Samples

2-3 years of banking experience required
Strong work ethic and positive team attitude
Ensures and maintains client satisfaction with the product and services offered by CWB and our partner companies
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse environment
Able to deal with people sensitively, tactfully, diplomatically and professionally at all times
Shows respect, maintains confidentiality, and honors commitments
Working knowledge in Outlook, Microsoft, Excel and KYC programs
Assist the retail team to ensure branch activities and processes are followed to promote the retention and growth of existing clients, as well as attract new clients to effectively meet their banking and financial needs and meet branch targets and goals
Provide assistance to the Manager, Sales & Service in developing and maintaining the branch’s deposit portfolio
Exercise discretion and respect the confidentiality of customer transactions
Participate in ensuring an inspections rating of Satisfactory with limited major and repeat findings
Explore continuous self development

Senior Customer Service Representative Resume Examples & Samples

Preserves effectiveness, drive and focus for extended periods of time, while maintaining composure in highly
Provide assistance to the Manager, Retail Banking in developing and maintaining the branch’s deposit portfolio
Complete understanding of all the Bank’s products and services to be able to respond to and to solve the customer’s inquiries &/or problems
Knowledgeable in Outlook and KYC programs

Senior Customer Service Representative Resume Examples & Samples

Prepare, accurately and efficiently, P&C quotations for licensed sales force by gathering pertinent policy info and characteristics of risk to be insured from clients, advisors, public and internal sources
Analyze daily renewal report to identify premium increases in order to identify potential client loss. Initiate re-quoting procedures to be handed off to the home office producers
Provide auxiliary support for the P&C phone queue
Respond to incoming emails into the P&C Agency Inbox related to referrals, products and policy questions
Support licensed and unlicensed producers as needed
Administrative support to Associate Director of P&C. Duties may include, but are not limited to, answering phones; preparing letters, forms, and cards; meeting scheduler and scribe; handle weekly and monthly reporting; maintain P&C forms and First Reference material
Attend meetings, training sessions and workshops as directed by management
Must be energetic and driven
Proficient in Microsoft Office software
Ethical, honest and dependable
Excellent in QQ Solutions
Excellent in First Command systems
High school diploma (Bachelors Degree in business related field a plus)
5-7 years' prior customer service required
Prior insurance industry experience a plus
Ability to obtain a P&C license
Obtain CISR designation within 3 years
Working knowledge of QQ Solutions and SilverPlume a plus

Senior Customer Service Representative Resume Examples & Samples

Maintain a positive, professional manner with Ecolab Microtek Customers
Accurately and efficiently enter customer and field associate orders using Point Man system
Provide product information to customers as required
Achieves individual goals for monthly call quality, daily attendance, and punctuality and daily adherence objective utilizing good time management skills
Minimum of one year customer service experience in retail, call center, or professional business environment
Ability to interact professionally with others
Work independently and display excellent verbal and written skills in a fast paced environment
Experience with Microsoft Office Suite software, particularly Word, Outlook, Excel, and Access

Senior Customer Service Representative Resume Examples & Samples

Provides daily direction and communication to employees so that customer calls are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve efficiency and service to both internal and external customers
Conducts monthly coaching and review sessions with team members to review quality calls captured and scored, as well as, calls captured and not scored but can be used as training opportunities
Provides agents statistical and performance feedback on a regular basis – (i.e., adherence to schedule percentage, quality score, service request rejects, etc.)Assist in the resolution of escalated customer issues and concerns by either working directly with an agent or handling the customer call directly. Using problem resolution and negotiation skills to achieve the best solution for the customer and NMAC/IFS
When necessary, update account information, complete waivers per authority guidelines, corrects misapplied payments, performs investigation as necessary to resolve customer disputes and or/inquiries, and completes any transactions or documents necessary
Ensures employees have appropriate training and other resources necessary to perform their job. Work with Supervisors and Manager in the day to day support of the call center, as well as escalating employee performance issues
As necessary, performs other related duties of which the above are representative
Job Knowledge and Skill: Leadership skills. Knowledge of captive automobile finance helpful but not required. Strong oral / written communication skills. Strong interpersonal and conflict resolution skills. Good problem solving skills
Experience: Previous leadership experience preferred. Two years of Call Center experience preferred. Four or more years of cumulative and directly related customer service experience or proven experience at NMAC/IFS
Education: Degree preferred. One or two years of post-high school education. Consider equivalent related college or technical courses, seminars and in-house classroom training
Computer Skills: Thorough computer knowledge. Previous experience with call center tools helpful (i.e., CCPulse, Verint)

Senior Customer Service Representative Resume Examples & Samples

1) Responsible for spares order fulfillment and arranging shipment per customer request, including internal customer and external customer
2)Responsible for material expediting, movement, transactions, and inventory control. Evaluates customer support and field service commitments to ensure customer requirements are met
3) Responsible for RMA application, part exchange and return
4) Responsible for account receivable
5) Responsible for customer relationship maintain
BS degree or equivalent experience in logistics field, material control, movement, customs process
3-5 years related experience in material transaction and inventory control handling
Fluently speak and write English
Open-minded, aggressive and good customer service and communication skil
Good Excel and SAP experiences

Senior Customer Service Representative Resume Examples & Samples

Provides outstanding customer service to our vacation ownership members and guests by responding to inbound calls on various products
Fulfills inbound deeded owner week reservations, external exchange and maintenance fee payment processing requests and communicates owner concerns to local resort management for resolution
Coordinates with other departments and vendors in order to facilitate out of network member requests
Promptly and accurately inputs owner issue information into internal tracking systems so that root cause and business partner activity can be produced. 10%
Facilitates outbound member contact in support of the Quick Start and Discovery programs, when applicable

Operations Senior Customer Service Representative Resume Examples & Samples

Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
Proven ability to diffuse an escalated customer situation and bring the customer issue to closure
Complete all required documentation for exchanges, refunds, Service Action Requests and any other customer interaction
Take ownership of queries and proactively follow through to resolution
Ensure all customers’ queries are investigated and resolved with minimal escalation
Ability to make independent decisions based on established guidelines
Must be able to adhere to an assigned work schedule, must be dependable and punctual
Will acquire and retain multiple product range knowledge
Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate
Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines
Work within agreed service levels, striving to exceed customer expectations wherever possible
Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate
Maintain professional working relationship with internal and external customers, customer service management and colleagues
Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues
Demonstrate the ability to diffuse situations, utilize effective negotiation skills and bring the customer issue to closure while maintaining the highest level of customer service
Ability to communicate effective with multiple levels of management within the organization and the client
Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all schedules shifts
Ability to prioritize work, manage time effectively and work successfully in a fast paced, muliti-faceted environment
Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple task simultaneously
Proficient in MS Office software including Excel, Outlook and Word
Demonstrate a high level of accuracy and attention to detail
Must be able to accurately complete basic math calculations
Previous customer service experience preferred
Assessment may be conducted to determine skill level

Senior Customer Service Representative Resume Examples & Samples

Physical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motions
Ability to work in a moderate noise level environment
Ability to work well under pressure with heavy phone volume

Senior Customer Service Representative Resume Examples & Samples

Represent Prominence Health in a courteous and professional manner in attitude and appearance and behave ethically either at work or outside your work environment
Use professional demeanor in oral and written communications with all internal and external customers
9 months of experience in the CS Inbound role

Senior Customer Service Representative Based Resume Examples & Samples

Conduct Outbound Quality Initiative calls to members to establish retention and loyalty
Communicate and reinforce organizational culture and values
Healthcare experience required

Senior Customer Service Representative Qualchoice Health Based Resume Examples & Samples

Research complex issues across multiple databases with available support resources to resolve customer issues
Partner with Customer Service Supervisor to resolve escalated issues
Associate degree or equivalent experience required
Call center experience required

Senior Customer Service Representative Resume Examples & Samples

Experience handling difficult situations with customers. Minimum one year customer service experience
At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer
Banking/financial services experience

Senior Customer Service Representative Internal Applicants Resume Examples & Samples

Minimum of Level 3 CS Representative meeting all minimum KPI’s, has no disciplinaryaction and/or conduct issues for the past 90 working days
Demonstrates strong working knowledge and understanding of call center performance metrics (i.e. service levels, KPI’s, etc.), as well as our systems, products, services, policies,procedures, etc
Identify areas for performance and/or process improvement and propose viable solutions and problem solve

Senior Customer Service Representative Resume Examples & Samples

Ensures order entry and acknowledgement is completed within published guidelines and that shipping and billing information is accurate for each order
Facilitates product management, pricing, technical, quality and regulatory requests
Actively seeks out workload balance within department. Ensures customer accounts are managed when backup coverage is needed
Guides customers through the material complaint process including processing replacement orders, RCCA communication, and credits in a timely manner. Ability to recover effectively from a service failure while turning it into an opportunity to strengthen customer relationships
Handles more complex accounts and / or accounts where inventory management could be required
Understands and analyzes customers’ buying habits and needs as they relate to Lubrizol's business interests and objectives
Works on special projects and trains others in new systems, processes and/or transfer of responsibilities with customer accounts
Provides coaching and assistance to less experienced CSR's
Assists in writing/updating/maintaining training materials and procedures when appropriate. Looks for opportunities for continuous improvement throughout the order handling process
Participates in interdepartmental meetings, audits and/or other duties as assigned
Bachelor’s degree from an accredited university and/or 3-5 years progressive experience in chemical or manufacturing customer service. Preferably personal home care, cosmetic or skin care industries
Computer literate; must be proficient in Excel
Ability to communicate effectively, both written and verbal
Highly developed interpersonal skills with the ability to work with a team; both within the department and other departments
Develops the trust and respect of customers through timeliness, accuracy, and dependability
Detail oriented with ability to prioritize and follow through with commitments
Exceptional problem-solving and multi-tasking skills and can easily adapt to change
Excellent work ethics including a willingness to work the hours necessary to complete the job

Susquehanna Commercial Finance Senior Customer Service Representative Resume Examples & Samples

Answer and return phone calls and messages within a set amount of time per policies and procedures
Quote payoffs within a set amount of time per policies and procedures
Work closely with other departments in the Bank to resolve customer's issues
Ensure Service Level Agreements are met with regard to customer service for both internal and external customers
Strive to provide extraordinary customer service by exercising the Perfect Client Experience (PCE)
Resolve more difficult lease inquiries
Payment research and resolution
Update Lease Plus accurately with revised customer information (e.g. phone/fax numbers, address changes)
Verify return mail address corrections and update Lease Plus with billing and equipment address changes
Submit requests for due date changes to accounting department
Route customer calls to the appropriate departments in a timely manner
Accurately input all database entries necessary to effect servicing/updates to an account
Quote payoffs and logging notes in Lease Plus
Provide Bill of Sale, invoice and copies of documents to customers
Waive erroneous late charges
Sort and distribute mail
Work with insurance and PPT administrator to resolve customer issues
Work closely with and help Susquehanna Commercial Finance President train new hires
Work closely with clients to resolve their needs in a timely manner
Associate's degree in a related field, or equivalent education and related training
Five years of experience in the leasing or financial industry, including customer service experience in a fast-paced environment
Knowledge of Aspire and Lease Plus
Knowledge of insurance software, Integrity Tracker, and Crystal Reporting Software
General problem-solving skills
Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect or brokered financing
Letter composition, typing, 10-key calculator
Excellent organizational skills, attention to detail, ability to handle multiple priorities simultaneously, and strong analytical and problem-solving skills

Senior Customer Service Representative Resume Examples & Samples

Prepares required contractual and agreement background data and negotiates major contracts
Coordinates proposal quotation cost and sell price factors with Unit’s Controller and Marketing Management to insure that warranties, liquidated damages, penalties, deferred billing, stocking charge, etc. are understood and properly controlled by all departments
Maintain a 12-24 month sales forecast for all major accounts
Ensure customer P.O. requirements are aligned to MRP demand
Resolve outstanding customer payment issues
Work with Program Management transitioning developmental programs to production programs
Co-ordinate and present Customer Program Reviews
Bachelor’s degree from an accredited institution or 10 years of experience in Aerospace
Minimum of 3 years of experience in Contracts Administration in a manufacturing environment
Proficient with public speaking
Master’s degree from an accredited institution
Knowledge and/or use of customer portals

Senior Customer Service Representative Resume Examples & Samples

Ensures quality customer service for internal and external customers
Identifies and assesses customers’ needs quickly and accurately
Monitors delegated customer service issues to ensure timely and accurate resolution
Applies appropriate communication techniques when responding to customers, particularly in stressful situations
Places outgoing phone calls to complete follow-up on customer service requests as necessary
Responds to customer service inquiries in writing as necessary
Processes member terminations (i.e., phone disenrollment)
Consistently meets established productivity, schedule adherence and quality standards
Adapts procedures, processes, and techniques to meet the more complex position requirements
Addresses special (ad-hoc) projects as appropriate
Clearly communicates claims status, payment methodology, contract terms, procedures, etc. to customer
Identifies trends in errors or inquiries and reports these to appropriate personnel
Informs and assists callers with the claims appeals process, if necessary
Develops a tracking system to ensure that all priority issues are handled within established time frames and proactively notifies customers of anticipated delay
Demonstrate excellent customer service by determining the reason for the call, acknowledging the caller’s concerns and resolve concerns and / or explain action to be taken within the expected timeline for resolution
Serves as a resource to medical group staff, network providers, health plan representatives and claims staff
2+ years of experience in a health care or managed care customer service environment
Basic level of experience in MS Word & Excel
2+ years of experience working in a healthcare claims environment
Knowledge of HCFA guidelines and Medicare claims payment rules and claims policies and procedures
Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product
Completes assignments thoroughly, accurately, and on time
Demonstrated ability in customer service problem resolution and relationship building
Demonstrates advanced knowledge of Billing / Finance and Eligibility processes

Senior Customer Service Representative Resume Examples & Samples

Industry accreditations (Canadian Securities Course or IFIC Mutual Funds course) are considered a strong asset and preferred
With a focus on investment funds, investment products and insurance
Deep knowledge and understanding of the business unit’s key products and services, processes and controls
For bilingual role: Advance working knowledge, spoken and written French

Senior Customer Service Representative Resume Examples & Samples

Function as the primary point of contact regarding all aspects of the spare parts & repairs business for assigned service sites
Respond to all customer requests for information
Manage sales order schedules based on production and supplier forecasts
Coordinate deliveries with service sites and other responsible parties
Support bid and proposal preparation and enter bids and customer orders in SAP
Establish and maintain stakeholder relationships to promote and maintain a high level of customer satisfaction
Compile and analyze service site buying practices and make recommendations for stocking/inventory levels while operating within established policies, procedures and commercial guidelines
Identify opportunities to create new sales opportunities
You possess a Bachelor’s degree in Business Administration, Marketing, Engineering or related discipline
You possess approximately seven (7) years of experience in a sales or marketing environment, preferably within manufacturing/transportation/engineering industries
Proficiency with SAP will be considered a strong asset
You demonstrate a strong degree of proficiency with Microsoft Excel
You have the ability to manage large amounts of information
You possess a background in understanding and implementing customer requirements
You possess strong organizational and prioritization skills
You demonstrate critical attention to detail and deadlines, and are self-motivated
You possess the ability to adapt well to change in direction and priorities in a project and deadline-oriented environment
You demonstrate strong written and verbal English communication skills

Senior Customer Service Representative Resume Examples & Samples

Receives phone calls from dealers and customers in a call center setting. Serves as liaison between dealers and customers, dealing with difficult, irate or demanding customers, providing answers to consumer inquiries by researching technical/warranty information and working to resolve the situation at their level
Researches all service inquiries by consumers, dealers and independent service providers via manuals, on-line reference documents and in dialogue with service team members and/or management as required
Responds thoroughly and promptly to all inquiries; interprets and explains service policies and procedures. Makes proactive recommendations and decisions related to customer service matters
Utilizes strong negotiation and conflict resolution techniques to resolve customer and dealer complaints at their level. Consults with management as needed regarding potential legal matters to maintain consistency, limit liability, and follow MASCO loss prevention guidelines
Responsible for creating a permanent record of designated calls and taking ownership of the event until resolved. Updates and maintains a comprehensive consumer database. Must be able to handle multiple events at the same time and keep commitments for return calls and follow-up
Receives and responds to written inquiries (letters, e-mail and Social Media message boards) regarding customer service matters. Researches, composes and issues follow up letters to consumer inquiries as needed
Interacts with Regional Sales Managers and provides information regarding dealer performance or issues in their territory
Is responsible for specialized Customer Service programs or duties as delegated by management with limited supervision
High school diploma or general education degree (GED) required; at least five (5) years’ related experience in a call center environment; spa industry with technical and warranty support experience preferred; or equivalent combination of education and experience
Strong verbal and written communication skills. Demonstrated ability to use effective persuasion and negotiation skills
Customer focus, time management skills, problem solving ability; strong follow-through; excellent phone and e-mail etiquette
Proficient in basic MS Office applications (Outlook, Excel, Word). Experience using Salesforce CRM is a plus
The individual must be able to interface with co-workers, internal departments, service providers, and customers in a fast paced environment that requires multi-tasking
Ability to read and interpret documents such as safety rules, owner’s operating manual, and service procedure manuals
The ability to deal patiently with problems and complaints and to remain courteous and professional when faced with difficult or angry people is critical. Conversely, the individual should be able to take a firm position with a difficult customer while still professionally representing the company’s position
Excellent communication skills, both verbal and written, with the ability to interact with all levels within the organization
Strong ability to work in a team environment

Senior Customer Service Representative Resume Examples & Samples

Manage calls for several incoming queues including WellMed Campaigns and corporate calls for all markets for general information. Assist as Corporate telephone operator by routing calls to appropriate personnel departments. Take reservations for upcoming events and track in Salesforce accordingly. Handle patient complaints by gathering information and notifying clinic administrator / coordinator / supervisor. Call patient to notify them of clinic contact. Call patient after resolution (24hrs). Accurately document all activities generated through inbound and outbound calls from any queue in SalesForce
Follow the Campaign Call flow and offer call presentation as trained to inbound callers and to prospective patients who are contacted after an event to ensure they are educated about what WellMed is, what WellMed does and how WellMed can help them live healthier lives. Then, offer prospective patient the number to one of our trusted insurance agent partners and ask to check back with prospect in 2 – 3 days for follow up. All outbound calls require at least 3 attempts to contact the prospective patient. Patient Advocate will use an enthusiastic and professional tone when presenting the value of WellMed
Accurately and completely enter information from Event Feedback Forms in Salesforce and information from contact forms collected at events
When necessary, make outbound calls to new patients welcoming them to the clinic and answering any questions they may have regarding benefits and WM services
Conduct patient surveys when needed
Take incoming calls to coordinate or troubleshoot patient / provider issues / questions working with other departments as necessary for resolution. Conduct follow up call when appropriate to ensure patient/provider satisfaction
Assist patients with changing PCP to a WellMed network provider whenever possible
Look up patient demographic inquiries using multiple resources. Coordinate patient appointments, if requested
Works with other departments to coordinate problem resolution
Adheres to schedule, attendance, quality , and call performance goals
High school diploma / GED
2+ years of experience supporting a health care or customer service environment
Experience with clinical processes and Medicare Advantage plans
Bilingual (English / Spanish) language proficiency
Ability to provide excellent customer service to a varied customer base
Ability to maintain professional and compassionate tone at all times
Ability to navigate multiple computer applications and databases
Ability to work in a fast-paced, high call volume environment
Willingness to work irregular hours as deemed necessary by business need

Senior Customer Service Representative Resume Examples & Samples

Respond to customer inquiries received via customer service telephone (ACD), e-mail, fax EDI or other medium
Process product orders for US domestic customers and at times may assist with processing orders for international customers
Ensure that sales orders are entered into the business system completely and accurately so that they can be invoiced promptly and accurately
Ensure that all back up documentation, e.g., PO's are complete and on file
Confirm orders back to customers as appropriate such by fax, email or over the phone
As needed, follow up with shipping and customers to make sure products ordered are shipped and received
Assist with billing and invoicing to include sales order review etc
May send out information literature to customers and MGC field reps
Perform other customer service related tasks and special projects as requested
Work with other departments to resolve issues
May do one or all of the following: Process orders from International & OEM customers acting as the communication focal point to facilitate product ordering, shipment scheduling, invoicing and export documentation preparation where warranted; Cost Per Test (CPT) monthly reconciliation and invoicing to include cost per reportables, minimum monthly and equipment rentals; Standing orders - set up, review, shipment scheduling and invoicing
5+ years experience in a customer service, order fulfillment and invoicing environment
Computer proficiency - MS office, database systems. Proven excellent telephone, communication and people interaction skills, including customer contacts
Must be well organized, able to multi-task, attention to detail, follow up skills
Willingness and ability to adhere to structure telephone schedule and work overtime as required
Team player and works well in a team environment
Experience with QAD MFG/pro and biotech background a plus
Knowledge of export/import requirements desirable

Senior Customer Service Representative Resume Examples & Samples

Enter and track orders into Enterprise system to ensure commitments are up-held
Investigate and resolve customer problems with product or deliveries
Process quotations
Research invoice issues
Process requests for literature
Input samples requests when requested by customer
Maintain customer files
Follow up with customers on any order delays, complaints, or entry errors
Communicate effectively with other internal departments, acting as the customer’s representative
Enter complaint notification into the complaint database
Maintain pricing accuracy
Update price files annually and distribute price lists to customers
Set up new part numbers and initiate design control
Assist other customer service reps as needed
Ability to develop working knowledge of all lines of business to support any inbound phone line or customer request (both Chromatography and Environmental lines)
Assist in mentoring new customer service representatives during their onboarding
Assist in creation of job aids and tools to help team members with customer interactions
High School Diploma required. Associate’s degree preferred
Strong customer orientation, with a minimum of two years of customer service experience
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to solve practical problems and deal with variables in situations where only limited standardization exists
Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement

Senior Customer Service Representative Resume Examples & Samples

Field a variety of incoming customer calls (no cold calls) with a passion to deliver high quality solutions for our customers
Develop meaningful relationships with customers to deliver the best banking experience possible
Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
A work culture that believes in the power of working together and supporting the unique needs of each individual
Technical/Functional expertise

Senior Customer Service Representative Resume Examples & Samples

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Provide education and status on previously submitted pre-authorizations or pre-determination requests
1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role preferred
An education level of at least a High School Diploma or GED OR 10+ years of equivalent working experience
All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material

Senior Customer Service Representative Resume Examples & Samples

Prepare, analyze, and/or submit documentation to the appropriate parties (U.S. Customs, agents, clients) in order to ensure they are in accordance with all applicable laws and regulations relating to customs and transportation
Maintain relationships with correspondent brokers, Transport & Brokerage, and other service providers to ensure that agents exceed the customers' service requirements
Obtain payment on delinquent accounts and/or complete accounting adjustment forms for review
For transportation customer service reps: develop rates and/or provide quotes for the movement of freight. Research and negotiate carrier rates
Resolve billing issues; coordinate post entry activity on customer's behalf

Senior Customer Service Representative Resume Examples & Samples

Experience in coaching, an asset
Knowledge of banking products and services
English spoken and written

Senior Customer Service Representative Resume Examples & Samples

Customer order process via EDI & Commerce Hub- ability to handle high volume of requests with ease and the ability to address customers questions efficiently and accurately
Issue & analyze daily open order report to provide visibility to sales, customers and SCM team with estimated order fill dates
Work with SCM team on Inventory over rides to fulfill orders, provide quick response to customer/consumer needs in order to maximize customer satisfaction
Provide alternatives to resolve customer needs quickly while analyzing the root causes and implementing process improvements
Monitor 3PL call center agents, provide guidance as needed
Order confirmations - ensure all orders are released with proper lead times to make customer delivery while maintaining pricing accuracy
Delivery information - handle requests for delivery confirmations, track orders with carriers if needed. Cancellation of orders upon request
Return Authorization process with reverse logistics and delivery company
Analyze root causes of returns, reconciliation of chargebacks with AR team
Ad hoc projects

Senior Customer Service Representative Resume Examples & Samples

EPSDT data entry – enter EPSDT received daily
LTC data entry – Scan EPSDT that pertain to LTC mbrs, save in EPSDT well child visits file, enter certain information in LTC database, upload EPSDT saved
Update LTC tracking spreadsheet – update spreadsheet according to process done (I.E – gift card incentive received, EPSDT received, or if gift card was sent and enter gift card information)
Help with mail – open, staple, and count mail (every 3rd Monday)
Train/Test new employees with Mock EPSDT database – keep track of time and mistakes
Call Mbrs (Spanish speaking only) with high lead percentage when needed
Help with Audits
Place pick up/material order to Iron Mountain (records storage facility)

Senior Customer Service Representative Resume Examples & Samples

Receive inbound calls from new owners and recently upgraded owners, answer product and contract related questions along with vacation planning . (35%)
Make outbound New Owner Welcome calls to customers who have recently purchased, help owners get on vacation by offering different options that fit their travel needs. (25%)
Uses interpersonal skills to communicate and explain value of purchase to the owner and mediates to help retain the current purchase. (20%)
Accurately enters data into the CDC Response (aptean) reporting program to provide senior leadership partner reporting that identifies trend analysis & root cause. (15%)
Discovers the root cause and conducts research to provide education as well as appropriate resolution. Collaborates with WVO internal support groups including, but not limited to; finance, title, and sales administration. Evaluates best options for resolution by considering all facts obtained, implications to owners and business. (5%)

Senior Customer Service Representative Resume Examples & Samples

Responsible for interfacing and maintaining strong relationship with Regional Sales Managers, customers, and company representatives for assigned customers / territories
Order entry and perform verification to ensure order accuracy. Accurately maintain necessary records, files and reports in electronic format
Ability to handle assignments complex in nature that require the use of independent judgment and analytical skills for problem resolution
Acts as a key liaison for assigned customers / territories ensuring customer satisfaction by monitoring and following-up on open issues for timely resolution of the issue
Accepts incoming requests for price / delivery. Has the ability to answer basic questions related to the company’s product offering
Ability to review and interpret terms and conditions, quality clauses, and export compliance requirements to ensure conformity with company / departmental guidelines
Review customer purchase order for drawing / specification requirements with ability to determine whether any formal review is required per company/departmental guidelines
Access and maintain customer portal communication tools for assigned customers / territories
Requires special project work and / or data gathering efforts, and has the ability to generate and interpret metrics and reports from the company’s ERP System (SyteLine)
Develop, document, audit and maintain customer specific work instructions for assigned customers / territories
Provides leadership and assists in mentoring / training of the Customer Service Team as it relates to company/departmental guidelines
Perform daily / weekly / monthly audits of backlog, change order report, Net Effect Report and “E-Mountain” record keeping for assigned customers / territories
Actively participates in the Quality Improvement System
A high school diploma/equivalent and some business college courses
Three to five years of Customer Service experience including demonstrated accomplishments in the field of Customer service, as well as leadership / training abilities
Proficient in MS Office applications (Word, Excel, and Outlook)
Strong customer focus with ability to handle questions and / or complaints effectively and anticipate customer needs
Demonstrates proficiency in written / verbal communication skills; effective interpersonal skills
Ability to prioritize workload to manage customer accounts effectively; demonstrates customer account ownership
Ability to exercise independent judgment
A Bachelor’s Degree from a four-year college or University in a Business discipline
Basic understanding of U.S. Export requirements (EAR and ITAR) a plus
One year of previous aerospace industry work experience a plus
Familiarity with ERP System (SyteLine)
Working knowledge of MS Office application Access or SQL

Senior Customer Service Representative Resume Examples & Samples

Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty
Meet quality expectations to ensure a positive client experience
Meet productivity expectations to maximize team service levels
Able to navigate multiple systems and business lines
Provide effective and timely resolution of a range of customer inquiries, striving for first call resolution
Strike a positive and cooperative tone with both customers and coworkers
Submit requests for work processing accurately
Communicate call trends to leadership team
Escalate issue appropriately when necessary
Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
Complete ongoing training to stay abreast of product, industry, service and policy changes
Ability to thrive in a lively working environment and manage multiple tasks
Outstanding verbal communication skills and strong telephone etiquette
Possess the ability to multi-task
Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
Demonstrated computer efficiency
Business writing skills

Senior Customer Service Representative Resume Examples & Samples

Prepare, analyze, and/or submit documentation to the appropriate parties (US customs, agents, clients) in order to ensure they are in accordance with all applicable laws and regulations relating to customs and transportation
Maintain relationships with correspondent brokers, FedEx Trade Networks Transport & Brokerage, and other service providers to ensure that agents exceed the customers' service requirements
Resolve billing issues, coordinate post entry activity on customer's behalf. Air transportation: incumbent may be required to physically lift or transport freight
When requested, will accompany managers/supervisors on customer calls

Senior Customer Service Representative Resume Examples & Samples

Hard collections (versus non-critical)
Greets and assists persons contacting the branch in person or on the phone
Takes applications for credit from customers, helps customer complete loan application, if necessary, and inputs required information in the system
Understands branch products and services and actively sells these products where permitted by law to persons entering or calling the office
Makes daily solicitation calls by phone in order to sell Harrison Finance’s products as permitted by law
Performs collection activities on more complicated, or severely delinquent past due accounts by calling on customer to determine a manageable re-payment schedule
Assists customers in person or on the phone by researching and resolving account discrepancies
Performs cash control function by operating cash drawer, processing bank deposits, and maintaining records and balances
Performs various office support functions such as entering applicant information, processing payments and disbursements, ordering credit reports and employment verifications, generating various reports, preparing correspondence, maintaining files, receiving and distributing office mail, and maintains inventory of office supplies
Provides administrative support to licensed insurance agents by entering and maintaining insurance information
Serves as notary for the office as required
Assists in the training of new branch employees
Completes training and continuing education as required, or otherwise appropriate
Ensures information relating to branch operations (i.e. manuals) is distributed and stored
All other duties/special projects as assigned
Requires a minimum of 2 years collections and/or customer service experience, preferably in collections
Prefer 2 years of banking or personal finance experience
A comparable combination of education and experience will be considered
Must have experienced level computer skills including the Microsoft suite of Office products including, Excel, Word, Access, PowerPoint, and Outlook
Must have experienced level of math skills, with the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals
Must be able to effectively communicate orally and in writing
Must have a basic understanding of lending and collections regulations

Senior Customer Service Representative Resume Examples & Samples

Incumbent must have the ability to work independently, multi-tasking in a fast-paced environment
Individual should be an outgoing self-starter and be technically literate
Three-to-four years of sales experience on a banking platform, or equivalent external experience in a retail environment required
For incumbents who have tenure with the bank, must have a history of solid sales and service successes
Basic business acumen and professionalism is a must
Strong written and verbal communication skills are critical
Ability to build relationships and strong alliances across the organization
Ability to quickly learn all there is to know about the products and services offered by the bank
Must retain and build upon product knowledge base as a senior member of the division’s platform staff

Senior Customer Service Representative Resume Examples & Samples

First point of contact for BP telephone based enquiries and/or for any written form of enquiries from both new and existing customers and consumers or by internal customers within the BP Businesses
Supporting the businesses. Working with Account Managers and other Head Office teams to achieve business specific objectives and goals
Interact with customers in a professional, friendly and efficient manner and to quickly escalate concerns about meeting service levels or deadlines
Provide a level of customer service consistent with the set KPI’S, Service Level Agreements and Customer Service function’s core values
Handle all customer and support requests in a professional and timely manner from the first contact through to a satisfactory completion or resolution
Log, assign and track progress of queries and customer requests from receipt to completion, recording progress of these on a weekly basis
Escalate activities that are not actioned by assignees
Escalate any high risk customer issues (financial, legal, reputation)
Contribute positively to achieving individual, team and organisational targets
Provide accurate information to both business customers and support teams through the correct use of all information technology systems
Ensure data is accurately entered and maintained in all Customer Service and data collection systems, minimising errors and resultant financial losses
Exhibit strong Team Player characteristics, constructive communication and active listening skills at all times
Display flexibility and adaptability to work with and assist other teams within the organisation
Develop and maintain a professional working relationship with internal and external stakeholders
CSR may have “Specialist” responsibilities (e.g. defined customers or process skills) as well as the “Shared” responsibilities described above
Compliance with BP HSSE Policies as detailed in the BP employee handbook
Relevant Customer Service knowledge

Senior Customer Service Representative Resume Examples & Samples

2 years of or more college education
Secret Clearance
The capability to perform functions similar to the Activity Customer Technical Representative (ACTR) supporting NMCI contract
Ability to professionally interface with NMCI personnel (Site Manager and Base Operations) on deployment and support issues
Expertise in NMCI policies and managing NMCI data
Experience with Navy web (Navy Enterprise Tool) and database tools including Microsoft Excel to manage NMCI data

Senior Customer Service Representative Resume Examples & Samples

Able to meet tight deadlines
Able to consistently review and adapt approach and style to meet ever changing requirements
Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge

Senior Customer Service Representative Resume Examples & Samples

Provide World Class Support and Service to our merchant and wallet provider base via inbound phone calls and e-mails
Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations
Craft, edit, and handle merchant cases using an internal ticketing system (Salesforce)
Evaluate the nature of each call and take appropriate action to resolve the issue
3+ years of customer service experience
2+ years of Technical Helpdesk/Call Center experience highly preferred
Extraordinary attitude and communication skills (verbal and written)
Bachelor Degree is strongly preferred
Knowledge of multiple programming/scripting languages. (Java, PHP, C#, Python, etc.)
Knowledge of Network protocols, infrastructure, and topologies
Needs to have strong troubleshooting skills, a real passion for problem solving
Ability to multi-task, continually re-prioritize cases and work under various constraints
Prior knowledge of online payment processing and/or banking industry is a plus

Senior Customer Service Representative Resume Examples & Samples

Answering complex and/or escalated inbound or outbound calls from customers in a polite, courteous manner
Provide prompt resolution to complex customer questions and problems
Determine the best way to resolve individual customer concerns and authorize specific policy exceptions, within client guidelines, in the interest of the customer
Mentor other Customer Service Representatives by sharing your knowledge and experience
Provide feedback to supervisor regarding call trends and recurring issues
Provide feedback and recommendations to your manager on ways the company can improve
Has a High School diploma or General Educational Development (GED) certificate
6 months of customer service and/or call center experience required (1 year preferred)
3-6 months experience working with specific client program preferred
Must have consistently met or exceeded performance metrics

Senior Customer Service Representative Resume Examples & Samples

Respond to customer inquiries, provide quotes and take customer orders
Assist with pulling inventory and preparing shipments
Reliable, organized, detailed and focused

Senior Customer Service Representative French Resume Examples & Samples

Work effectively in a team environment and collaborate cross-functionally
Excellent organizational and time management skills with the ability to prioritize, organize, and complete tasks
Possesses basic knowledge of software and hardware industry licensing
Has a fundamental knowledge of operating systems and networking as well as a technical aptitude
Ability to resolve customer inquiries with little to no guidance
Mentors other team members
2+ years of customer service experience in a call center or fast-paced environment
Experience with CRM systems, Salesforce a plus
Knowledge of software and hardware licensing
Citrix or Industry Certifications are a plus
Must be fluent in English plus competent in French and/or German

Senior Customer Service Representative Resume Examples & Samples

Claims Processing and Corrections (claims pend in facets for different denial reasons. i.e. name is not spelled correct, things may be missing a number or numbers transposed, address may be missing the suite number. We will research and figure out what record the claim should have processed to. We send that information to the claims team to process the claim
Facets Updates (Preferred - Training Provided)
Salesforce updates
Survey research and follow up
Service requests and mail

Senior Customer Service Representative Resume Examples & Samples

Customer Fulfilment / Experience - Provide the best –in -class customer experience when dealing with business partners, customers, or team members by
Ability to deal effectively with Branch/customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department
Demonstrated flexibility in a constantly changing environment (procedural and automated), being versatile and able to provide cover on several posts at different times and at different levels on any given day concurrently, as determined by the rate of absenteeism due to vacations or illness, etc
Good writing skills to prepare business letters, reports and documents for customers, and external resources as required
Good organizational and communication skills to manage workload and effectively assist and train employees
Knowledge of Banking Operations and its linkages/interdependencies
Working knowledge of Web-based applications (Windows/MS Office Suite)
Demonstrated ability to delegate, motivate staff, and follow through on work/tasks assigned is required

Senior Customer Service Representative Resume Examples & Samples

Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products
Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries
Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standardsUpdate information in administrative and workflow systems to process producer and/or policyholder requests within established time and quality standards
Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment
Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year Provide suggestions for improvement of current processes to management
Two-year college degree or equivalent experience in financial institution operations, customer service, and/or annuity service operations
Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner
Knowledgeable in annuity products (variable and fixed)Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
Scheduled hours may range from 8:15am-6pm Monday – Friday
Ability to work overtime on an as needed basis, often without notice
Prefer people with FINRA Series 6 licensed
Sharp attention to detail and ability to perform with a high degree of accuracy
Able to meet multiple performance targets @ or above benchmark service levels; including but not limited to accuracy, call quality, timeliness, and productivity
Ability and willingness to learnDemonstrated decision making skills
Flexible/Open to change - ability to adapt positively to changing business needs
Focus on results - Proven ability to set and meet aggressive goals
Work harmoniously with peers in a team environment to accomplish personal and professional goals
Previous call center experience a plus

Senior Customer Service Representative Resume Examples & Samples

Fluent in Dutch, French, English
Minimum of 5 years’ experience in a fast paced Customer Service or Order Management role, preferably in the Medical Diagnostics or related industry, and in a US company
Hands-on approach
Respond efficiently and effectively to customer issues
Experience with ERP systems such as SAP or QAD and CRM systems
Demonstrate an intermediate level in Word and intermediate/advanced level in Excel
Experience of working in a fast paced, international environment
Experience of working with quotations, contracts and tenders
Knowledge of local HCW regulations is an advantage

Senior Customer Service Representative Resume Examples & Samples

Handles customer calls/correspondence for scheduling and inquiries
Records all customer information and call history information accurately on electronic systems
Maintains level of knowledge and understanding of features of service, operating systems, marketing promos and special offers
2-4 years clerical or customer service experience Basic knowledge of Microsoft Word, Excel and Windows
Problem-solving skills
Ability to work in a stressful, face-paced environment

Senior Customer Service Representative Resume Examples & Samples

Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
Help guide and educate customers about the fundamentals and the benefits to them of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Proficient problem solving approach to quickly assess current state and formulate recommendations
Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

Senior Customer Service Representative Resume Examples & Samples

Process new orders and schedule changes on customer orders through ERP?SAP system on a daily basis
Provide new and changed order acknowledgements to customers within 48 hours
Work closely with Planning team to plan, expedite and coordinate customers orders
Work closely with Logistics team to ensure shipments are delivered to customers in a timely manner
Provide shipment confirmations & tracking details to customers upon delivery
Anticipate and identify issue that may result in a late delivery to customers
Work closely with customers to follow-up and resolve any issues that may arise anytime
Interact daily with Sales/Marketing Team and customers worldwide through phone calls and emails on any issues related to orders
Record and document all orders to ensure transactions accuracy and compliance with all internal and external audits
Manage inventory re-conciliation for consignment and VMI orders
Manage quarterly re-pricing with Marketing Team and customers
Prepare monthly and quarterly reports for management review
Demonstrate self initiatives in problem solving fostering team work among group members
Post Secondary education with experience in order management/fulfillment
Diploma/Bachelor Degree in Marketing/Business Administration/Management
Minimum 3 years of related experience in a semiconductor environment
Solid computer literacy (Excel, Word, PowerPoint etc
Good communication skills with different levels of audiences
Solid knowledge of ERP system/SAP
Good spoken/written English, Chinese and Malay

Senior Customer Service Representative Resume Examples & Samples

The primary objective of this role is to implement and support the worldwide accounts to ensure optimal achievement of the company’s objectives
You will be responsible for interfacing with customers, sales or service representatives, BU, planners to handle a variety of pre-sales or post-sales service functions
You are required to respond to providing assistance to external/internal customers in areas such as order fulfillment processes, quote generation, customer service requests, product changes or returns, accounts receivable collections, contract issues/administration etc
Your job responsibilities may need you to be multi tasking and manage different projects / programs during same period of time
You are required to process new orders, change orders and prepare schedule reports for the customer besides managing backlog, expediting across internal departments to influence production & shipping schedules
You need to work with internal divisions to create new accounts, drive customer specific order requirement and resolve shipment/billing issues
Processing and handling of failure analysis and material returns, by close coordination with quality team and customers for RMA closure
You will be required to solve complex administrative and non-technical problems requiring breadth/depth of customer service knowledge
Project management skill, Business Intelligence experience
Preferably > 2 years of relevant working experience
Experience working in a global organization
Experience working effectively with diverse groups
Proficient in Microsoft Office applications
Knowledge of SAP and Model N would be an added advantage
Proven ability to prioritize and multi task

Senior Customer Service Representative Resume Examples & Samples

Responds to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service. Places outbound follow up calls, as required
Reads and researches relevant materials and resources to stay current with program knowledge
Flexibility to work varied shifts

Senior Customer Service Representative Resume Examples & Samples

Applies knowledge of organization, products and related services and polices to provide a variety of customer services through mail, telephone and personal contacts
Provides pricing and delivery information and processes orders
Resolves customer questions, complaints, and requests, frequently involving some policy interpretation
May process adjustments in orders and billing
May serve as liaison between customers and various departments
Sets up new accounts, maintains other records, prepares required reports, and performs typing/word processing assignments and related clerical duties
Operates computer terminal and/or personal computer

Senior Customer Service Representative Resume Examples & Samples

One year sales or technical experience
Strong work ethic, do what it takes to get the job done-approach while maintaining high business ethical standards
Sales experience in the distribution or retail industries
Strong communication skills, both verbal and written
Strong customer service, organization, and multi-tasking abilities

Senior Customer Service Representative Resume Examples & Samples

Handling of escalated issues from CSRs
Monitoring call queues, breaks, lunches; as back up to Lead and Supervisor
Manage Member Outreach and Satisfaction Surveys
Development & presentation of training materials
Training of newly hired staff
Receives and records customer concerns via phone. Acts to resolve concerns in accordance for corporate guidelines and standards for all areas of claims, authorizations and IPA functionality
Functions as liaison between member, physician, health plan, and IPA staff
Ability to interpret provider and health plan contracts to ensure accurate responses to calls
Log issues into the Customer Service Tracking database that require resolution and/or follow-up
Follow and support the guidelines set by the department and organization to ensure overall goals are met
Maintain minimum standards for the department for quality and quantity of calls received
Foster interpersonal relationships, showing empathy and understanding towards staff, protecting individual self-esteem. Understand own impact on others; interact effectively with peers, subordinates, and supervisors
Any other assigned duties as delegated by the Customer Service Supervisor
High school diploma or a general education degree
Minimum of three years of experience in Medicare and HMO environment
Minimum of three years claims processing or claims customer service experience
Minimum one year of authorization/referral processing experience
Minimum of three years of previous customer service experience
Ability to interpret provider and health plan contracts
PC proficient in a windows environment to include Microsoft word, Outlook and Excel
Excellent communication and presentation skills
Good grammar, voice and diction
Ability to identify confidentiality and its requirements (HIPAA)
Strives to be a team player
Must have excellent, writing, punctuation, grammatical and spelling skills

Senior Customer Service Representative Resume Examples & Samples

A comprehensive understanding of insurance pre-certification requirements, contract benefits, credit and collection procedures, and financial assistance programs as well as a familiarity with medical terminology. This level is normally acquired through one to two years' experience in hospital billing and registration
Ability to operate accounts receivable inquiry and ADT functions, insurance pro-ration and verification on SMS, as well as inquiry functions on electronic billing as normally acquired through 1 year training and work experience
Knowledge of medical terminology required
Experience as Customer Service Representatives

Senior Customer Service Representative Resume Examples & Samples

A minimum of 1 year of work experience in a customer service or retail environment
In-depth proficiency with MS Word and Excel
Ability to solve problems and make sound business decisions
Initiative and the ability to work independently
Strong organization skills and the ability to prioritize a varied workload
Strong customer service skills and team orientation
Knowledge of SAP is preferred
Strong knowledge of the golf industry is preferred
Nike customer service experience is a plus

Senior Customer Service Representative Resume Examples & Samples

May do one or all of the following
High school graduate or equivalent; AS/BS degree in life science highly desired
5+ years experience in a customer service, order fulfillment and invoicing environment preferably within life science or biotechnology
Computer proficiency - MS office, database systems
Proven excellent telephone, communication and people interaction skills, including customer contacts
Experience with QAD MFG ERP systems (SAP, Oracle, etc)
Must have strong attention to detail data entry experience
Experience in coaching or training others on new processes
Ability to share new ideas on process improvements

Senior Customer Service Representative Resume Examples & Samples

To coordinate and develop projects proactively with the final client
3-5 years of experience in Sales
To generate sales orders in the system regarding client necessity
Be attentive to customer service in the company sales, promotions, facilities and communications, receive stock, maintain good relationship with manufacturer
To do sales orders follow-up and coordinate order process with the purchasing department
Ensure that the despatch are coordinated according to the Client's needs
To develop improvement plans according to customer surveys
Prepare internal sales reports (PipeLine maintenance & Forecast)
Dynamic and proactive person
Willingness to learn
Negociation skills
Assertive Communication

Senior Customer Service Representative Resume Examples & Samples

Provide a high standard of customer service support to Thermo Fisher Scientific Distributors & Export Houses across EMEA
Comprehend “Address Book” effectively, open accounts as per process
Adhere to SOP’s, SLA’s and departmental training guidelines
Process high value Export & Distributor orders received via fax /email/ web
Determine method of order entry and adhere to strict “cut off times”
Ensure Distributor quotes are correctly applied at order entry level, confirming price and availability of products to customers as required
Ascertain expiry date requirements and harmonize with Distributor pre- shipment
Schedule shipments accordingly and coordinate with essential functions across the organization to ensure smooth and timely dispatch of goods
Prepare country specific shipment paperwork to comply with current Export legislation
Recognise and be able to interpret Air Waybills and Commercial Invoices
Comprehend shipping and storage conditions
Invoice shipments manually and electronically
Calculate and invoice freight
Deal with customer complaints and complex requirements efficiently and professionally as per the service level agreement
Manage the process for escalated enquiries and complaints to resolution, without managerial support
Play a key role on assignments and projects, as part of a team or on a individual basis
Build and enhance customer relationships, positively representing the organization
Provide expertise, guidance and support to colleagues
Provide cover to the supporting Manager when required
Solve / escalate systems issues
General office duties required
Work with warehouse shipping and tracking systems ie, TRAX/DHL/TNT
Work with E-Z Cert World (Local Chambers)
Recognize and comply with the need for confidentiality, be able to work on own initiative
Must be able to “Micro-Manage” complex Distributor accounts
Partner with key strategic entities such as the European Distribution Centre/UK warehouse, Freight companies, local Chambers of Commerce
Experienced Microsoft Office and ERP system user
A minimum of 3 years customer service experience required, preferably in an Export environment
Display stringent attention to detail and accuracy in the work place
Ability to identify and solve problems and to multi task under deadlines
Possess self motivation , enthusiasm, a positive attitude and perform as a team player
Possess good organizational skills and have the ability to prioritize effectively
Be able to demonstrate judgment, tact and diplomacy at all times
Experience and knowledge of Incoterms ® 2010 is required
Some experience and knowledge of Letters of Credit in accordance with UCP 600 is required
Some knowledge of Export Reference tools is required
Fluent in French. Additional languages preferred

Senior Customer Service Representative Resume Examples & Samples

2+ years of experience in complaints processing, preferably in the retail/digital industry
Flexibility and ability to thrive in a rapidly changing, fast-paced environment
Excellent written, verbal, facilitation and presentation skills
Demonstrated ability to think creatively and to innovate
Strong analytical, problem solving, and decision-making skills
Comfortable in a metrics environment and receiving regular coaching for Improvement
Takes ownership and manages the resolution of all contacts assigned
Investigates all actions on accounts subject to complaints, looking for compliance issues & opportunities for improvement & coordinates work of others investigating such matters

Senior Customer Service Representative Resume Examples & Samples

Monitor, respond and resolve escalated customer issues/inquiries coming through various social media channels - including, but not limited to, Facebook TRU/BRU wall posts, private messages and marketing posts, Twitter - to full resolution within established SLAs
Identify social trends, issues, and concerns and work cross functionally with internal and external partners, including Public Relations, Merchandising, and Store Operations to ensure all guest issues are properly addressed; follow up with root cause analysis
Produce and maintain process flows and other documents for third-party vendor social media support on an as needed basis via social CRM tool (Sprinklr)
Weekly reporting and metrics analysis
Ad-hoc projects as specified by management team

Senior Customer Service Representative Resume Examples & Samples

Play a key role within the implementation of new assignments and projects, as part of a team or on a individual basis
Provide a high standard of customer service support to Life Technologies customers
Manage all telephone / fax / written / web orders within the divisions guidelines, relay price and availability of products to customers where necessary
Respond and process all telephone enquiries as per the service level agreement
Good organizational skills and the ability to prioritize and / or delegate effectively
Demonstrate judgment, tact and diplomacy in dealing with internal and external customers

100

Senior Customer Service Representative Resume Examples & Samples

Handle and resolve customer queries and requests via phone and email on products and services (including Individual Financial Products and wealth management products) in a professional manner with tactful customer service skills
Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
Provide support to management and recommend productivity/service improvements
2+ years of customer service experience
Preferably worker in a call centre environment (but not essential)
Experience in Individual Financial Products or MPF, group medical, financial and wealth management products preferred (but not essential)
Either professional work experience or graduate qualifications
Excellent telephone manner with good interpersonal skills
Mature and pleasant personality
Excellent service attitude and able to follow through on commitments to customers
Adherence to quality standards
Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
Good communication skills in English and Chinese, both written and spoken
Candidates with less experience may be considered for the position of Customer Service Representative

101

Senior Customer Service Representative Resume Examples & Samples

Responsible in handling complex requests received and escalated by the Customer Service Staff from John Hancock agents, broker-dealer firms, banks, and policyholders
Establish the role of a leader and senior contact within the team
Acquire a strong working knowledge of the tools necessary to manage the team effectively and act as a product and process resource/go-to person to the Customer Service Staff on the production floor
Provide walk-in support for new and tenured representatives and serve as a backup in the absence of the supervisors
Assist all Customer Service Staff with complex problem analysis including appropriate research and resolution items, as well as escalated transactions including but are not limited to: Address/Name Changes, 3rd Party Changes, ADP/Credit Card Updates, Bill/Mode Changes, and Inflation Acceptances
Assist in professional development of the Customer Service Staff by acting as a trainer when necessary
Provide coaching to the Customer Service Staff to successfully improve the performance
Responsible in the conduct of skills verification, ensuring that all Customer Service Staff are well calibrated
Contribute to corporate development through process design initiatives, participation in various trainings, for and other MBPS processes and activities
College/University graduate
Candidate should not have any attendance issues or any disciplinary action
Candidate must have at least one year tenure in their current position
Candidate must meet job expectations and pass all performance metrics in his/her current unit
Candidate must have comprehensive product knowledge
Good understanding of Service Level Agreement
Booting and shutting down computer, using mouse, and keyboard
Ability to use email, phone system (AVAYA) – logging in and out, aux codes routing, transferring of calls, etc
Proficient in using Microsoft Word, Excel and note pad
Minimum keyboarding skills of 30 words per minute
Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines
Candidate must demonstrate problem solving and analytical skills
Patience in understanding/answering questions from Customer Service Staff
Possess a strong customer service skills (empathy)
Good understanding of email etiquette
Good multitasking skills (taking calls while processing real time requests)
Ability to understand simple insurance principles (additional information regarding Long Term Care industry is an advantage)
Able to handle escalated requests/calls
Successful completion of the four-week New Hire Training Program for PHS Call Center
Successful completion of the one-week Performance Improvement Program – Nesting Period for PHS Call Center
Excellent Knowledge of the LTC Products and Services
Excellent Knowledge of the LTC New Business and Complex Processes
Knowledge of the PHS Call Center phone systems
Proficient in using all PHS systems, applications and tools
Ability to determine real escalations from urgent requests
Able to process changes and create work items with minimal errors
Adept at data collection, summarization and analysis of MBPS’ basic metrics

102

Senior Customer Service Representative Resume Examples & Samples

Excellent relationship management skills
Proven experience in Quality Excellence
Great analytical skills

103

Senior Customer Service Representative Resume Examples & Samples

Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility
Performs customer requirements review of all assigned orders to ensure that the orders are processed and entered per negotiated requirements including importing and exporting requirements
Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment
Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
Assures compliance with all export control regulations - ITAR
Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs
Coordinates the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans
Assesses market channel delivery options (direct or through distribution)
Works with pricing and contracts teams to negotiate contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
Manages Customer Metrics - Customer Complaint Process and keeps customer database updated with all activities and maintains all records for account responsibility
Represents the company at customer review meetings (on and potentially at off-site meetings)
Accountable for managing customer demand requirements and providing customer forecast in support of plant SIOP
Bachelor’s degree from an accredited institution is required
Minimum 2 years of customer interface experience in a manufacturing or corporate environment
No relocation is provided for this role. All candidates must reside within a 50 mile radius of the Euclid, OH to be considered
Experience in the Aerospace Industry
Prior experience working in a professional role in a manufacturing environment
Ability to manage multiple projects/activities; results driven
Knowledge of standard manufacturing processes
Process oriented and ability contribute to continuous improvement
Ability to lead change in a team environment, to build effective teams; creative thinker
Ability to deal with ambiguity and make effective decisions as well as to think strategically and influence others’ decision making
Ability to quickly analyze, identify and implement opportunities and corporate initiatives for improvement that have measurable dollar impact each year
Collaborative style and ability to work cross functionally
Computer skills including experience with MRP systems and MS Office

104

Senior Customer Service Representative Resume Examples & Samples

Work with the customer contracts, calculation of the works provided
Prepare docs due to RF legislation VAT-invoices, acts, TORG-12, KC-2,3, Customer invoices); submit to the Customers personally
Make all SAP transactions required (billing process)
Control AR, work on aged AR; Cash collection issues
Submit revenue reports to local management and Moscow office (accrued revenue, actuals etc)
Calculation of Russian Content
Admin responsibilities (DHL shipments, timesheets, expense reporting, preparing disposal lists for Supply Chain, vendor payments, vendor contracts, creating new vendors, chasing AP payments
Daily communication with Customers and BH OPS/Sales Management
Higher education (accounting is preferable)
Knowledge of English (no lower than Intermediate)
Work experience no less than a year
Well-bred Russian speech
Self-confident
SAP/R3 knowledge

105

Senior Customer Service Representative Resume Examples & Samples

Answers and documents incoming calls from Financial Service Representatives and/or clients to respond to their inquiries and/or provide status updates and policy provisions of fixed and variable annuity products
Educates Financial Service Representatives on market requirements, processes, contract provisions, and annuity products
Researches special requests made by Financial Service Representatives and acts as a liaison between the representative and Annuity Operations
Stays current with annuity markets and products to provide a high and accurate service level
High school diploma or equivalent required; Some additional educational experience or a trade or professional certification is preferred
Must obtain FINRA Series 6 license within 90 days of hire
Ability to work during the hours of operation of 7am-6pm Monday-Friday; must be flexible in regards to overtime & shift worked, which may change based on business needs
Insurance or Financial Services industry experience or Product specific experience preferred
A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions
A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
Strong computer/keyboard skills as well as solid math, analytical and problem solving skills
Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife

106

Senior Customer Service Representative Resume Examples & Samples

Respond timely and accurately to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated ADC system, mail, or email regarding inquiries on invoices, payments, and collections as outlined by the
Customer Service Manager, positioning Stericycle products and services to customers. Requires excellent communication and multitasking abilities
Handle more complex customer situations involving multi-site problem resolution and escalations. Identifies customers’ needs quickly and takes appropriate action to ensure those needs is met. Perform necessary research and work cross functionally to escalate and resolve problems
Effectively negotiate through customer complaints, has some discounting authority, ability to make recommendations beyond authority
Assists with training by delivering prepared lesson topics and by providing support for team members while on the floor. Guide new staff and answer questions of less experienced staff regarding established procedures and guidelines
Supports projects required for servicing customers and Stericycle business
Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs

107

Senior Customer Service Representative Resume Examples & Samples

Typically assigned to accounts having less complex needs with no renewal goals associated with assigned accounts
Under direction of more senior staff, provides administrative support to an assigned group of clients
Resolves customer service inquiries that require research and interactions with carriers or agents
Generally requires assistance when resolving more complex problems
Day-to-day client contacts are generally mid- or lower-level client staff and contact with clients
Responds to client questions and maintains a log of conversations
Markets new and renewal accounts according to company procedures
Evaluates all proposals to include in spreadsheets
Prepares renewals and client information presentations and assists in preparing RFP responses
May provide guidance and direction to Customer Service Reps or administrative support
High School Diploma/GED and 1 or more years of related experience
Appropriate license

108

Senior Customer Service Representative Resume Examples & Samples

Performs Customer Service duties 40% of the time
Assists management to establish goals and objectives for Customer Service personnel; reassign duties as work load changes and evolves, and ensure the daily work is defined and performed by each team member. Provide feedback for performance evaluations for same personnel
Works to ensure team members meet both team and individual performance expectations focusing on Safety, Quality, and Delivery
Leads the team in the adherence to all SOP’s and Thermo Fisher Scientific policies. Review and update departmental SOP’s as required. Develop procedures and quick reference guides for the team
Serves as trainer for new hires and work closely with the team members to ensure appropriate skill level for each member is maintained. Update and refresh training materials for daily work and for complicated functions/tasks
Works with Management in recommending and participating in disciplinary activities (performing investigation and documenting issues) as directed by the Supervisor, Manager and or Human Resources
Maintains active communication with Management on all issues and problems
Communicates efficiently and professionally in both a verbal and written manner with internal and external customers and reply to all inquiries in a timely manner and with a sense of urgency
Manages the process with the team for processing new customer orders. Track and monitor outstanding orders and ensure prompt consistent communication of open orders and recovery dates for back orders is given to customers daily and weekly as appropriate. Assist the team with the weekly population of the back order spreadsheet until such time it is no longer needed. Serve as liaison between Customer Service Representatives and other various internal customers
Plans delivery schedules and works with Warehouse personnel to estimate product delivery
Participates in the implementation, maintenance and improvement of quality processes and Customer Service daily work as it relates and is connected with other departments to ensure successful handoffs
Participates in activities/surveys designed to improve OEM/Customer Satisfaction and business performances (CAS)
Prepares departmental reports and work SAP reports daily for Customer Service including EDI workflow and maintain spreadsheet for open and back order status
Prepares month end On Time Delivery (OTD) Report and distribute within timeline
Supports Practical Process Improvement (PPI) and participates as required
High school diploma or equivalent from an accredited institution. Bachelor’s degree preferred
Minimum of 3 years of related Customer Service experience
Proven ability to problem-solve with ability to gather and organize data as well as make recommendations
Demonstrated initiative and leadership behaviors. Previous experience as a Team Leader a plus
Proficiency in MS office applications
Ability to identify and solve problems and to multi-task under deadline

109

Senior Customer Service Representative Resume Examples & Samples

Independent order transaction, Calculation and Quotation
Handling of claims
Follow up of shipments / Containers
International customer contacts
Securing of customer satisfaction
Achievement of economic results in an optimal way

110

Senior Customer Service Representative Resume Examples & Samples

Completes tasks based on assigned team queues to ensure callers are serviced as required, assignments are triaged accurately, assignments are opened and coded in compliance with client and provincial regulation
Provides claims services via internal channels (phone/fax/email/mail/) to claimants and internal and external customers
Reviews incident and minor claims and determines compensability
Ensures claim files are properly coded
Coordinates vendor referrals for site inspection, loss mitigation, emergency assistance and scene investigation
Assigns Loss Adjusters as required for emergency response and investigation
Assists in administrative support to Loss Adjusting team to prepare reporting and compilation of data required for insurers and clients
Customer Service based experience is required
Administrative experience
Ability to meet or exceed Performance Competencies
French/English capabilities

111

Senior Customer Service Representative Resume Examples & Samples

Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements
Ability to remain focused and productive each day
Ability to execute own assignments

112

Senior Customer Service Representative Resume Examples & Samples

Resolve billing issues, coordinate post entry activity on customer's behalf
Air transportation: incumbent may be required to physically lift or transport freight
Ocean transportation: when requested, will accompany managers/supervisors on customer calls

113

Senior Customer Service Representative Resume Examples & Samples

Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner
Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution
Meets all production, quality, and adherence standards. Attends all required training classes
Elevates issues to next level of supervision, as appropriate
Maintains accurate records, including timekeeping records
Other duties as assigned or requested
Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards
Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally
Ability to take direction and to navigate through multiple systems simultaneously
Experience with Access, excel and word preferred
Experience in presentation skills preferred
Experience in training is a plus and preferred

114

Senior Customer Service Representative Resume Examples & Samples

Provide guidance and training for other customer service reps to foster teamwork and ensure process consistency and customer satisfaction
Accurately process all customer orders and invoices in accordance with customer and PGW financial control requirements to ensure both timely receipt of demand requirements by manufacturing facilities and timely and accurate administration of sample material expediting and customer billing
Communicate and resolve all lead-time issues with customers to ensure mutual agreement to established delivery schedule for product
Monitor shipping performance and direct premium shipping where expedited materials are required to meet customer expectations, respectfully disputing and resolving all warranted delivery issues
Initiate processes and communications with internal sales and materials personnel as well as customer purchasing and materials personnel to ensure on time deliveries and timely problem resolution and to foster excellent customer relations
Investigate and correct unpaid customer invoices and deductions, resolving all issues with credits
Cross train in other customer service functions/accounts to assist during times of vacation, leaves, and absences
Due to interactions with customers and multiple PGW internal resources at all levels within the company, interpersonal skills are essential in problem-solving, conflict resolution, listening, as well as sound judgment and decision-making
Leadership characteristics to be able to foster a sense of teamwork within the customer service group
Proficiency in OEM glass manufacturing, distribution, and shipping know-how is most beneficial in this role
Proficiency in the Microsoft Office suite of products: EXCEL, Word, Power Point, Outlook, & Access

115

Senior Customer Service Representative Resume Examples & Samples

Responsible for compliance with applicable Corporate and Divisional Policies and procedures
Perform order data entry, process returns and all others task as it relates to department operating systems. Product availability call monitoring, reporting and is assigned progressively challenging tasks and projects to promote personal development
Process all customer orders received via phone, fax, email or EDI accurately and promptly upon receipt. Customer data must be validated at time of order for pricing, terms, exceptions, and any special shipping requirements. If appropriate for CSR business unit, orders with products requiring certification must also be validated. Orders must be processed from entry through shipment and invoicing
CSR ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily. Updates training records, coordinates work schedules and responsible for various other tasks as it relates to ensuring orders are shipped and billed in a timely manner
Advise customers on product availability and inventory status. Assist the sales team with account inquiries and problems involving product quality, traffic carrier concerns, product availability, pricing and billing
Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information, assuring efficient billing and maintenance of all related paperwork
Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to, and training records are maintained and controlled according to validated procedures
Interacts with internal and external customers (sales, all support staff, doctor offices, distributors, vendors, suppliers, contractors, consultants, regulatory agencies or legal representatives), by meeting regularly, responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented
Oversees work area activities by providing support to CSR personnel (e.g. daily inspections, trouble-shooting, work priorities and assists with formulating corrective actions), to ensure the timely effective completion of tasks and alignment of area and company goals and objectives
Provide outstanding customer support by analyzing, processing and responding to customer and sales team needs
Advise customers on product availability and inventory status
Assist the sales team with account inquiries and problems involving product quality, traffic carrier concerns, product availability, pricing and billing
Assist with team initiatives as required
Provide recommendation and alternatives on organizational improvements to facilitate cost reduction and improve business processes
High School degree or equivalent experience required. 5+ years of customer service experience in GMP/ISO environment pertaining to drugs/medical devices, preferred
Assists with the development of process improvements to promote continuous business excellence programs; investigates and solves basic problems that impact work processes and personnel within a unit or department
Experience in customer service team environment, knowledge of SAP, Microsoft Office software-Word, Excel and others
Knowledge and experience in medical device product, team-building, training and development and process improvement concepts
Excellent analytical, organizational and communication skills. Ability to work cross-functionally, with customer driven focus and sense of urgency
Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
Ability to develop effective rapport with other teams and departments
Strong interpersonal skills to maintain effective working relationships with others
Must be self-motivated, organized, have a keen attention to detail, able to meet deadlines, problem solve efficiently, strong ability to multi-task and time management skills
Work with minimal supervision while exercising good judgment and displaying effective work habits. English, bilingual skills a plus. Strong typing skills are preferred. Ability to maintain a positive professional attitude. Demonstrate keen attention to detail and a conscientious and professional work approach. Must be willing to work in a fast paced, critical situation environment and have the ability to solve problems with a sense of urgency. Telecommunications experience desirable. Excellent interpersonal communication (oral and written), and organizational skills. Ability to work well in a team environment. Excellent phone skills. Capable of meeting deadlines and prioritizing multiple tasks, and work well under pressure.7675170411

116

Senior Customer Service Representative Resume Examples & Samples

Order entry, status, and changes
Product availability
Quotations and Pricing
Product information and specifications
Delivery information and coordination
Corresponds with customers, field sales, marketing and business units
Invoice dispute resolution
Return authorizations
Complaint resolutions
Willingness to adapt to change
Ability to work in a team setting
Possess organizational and time management skills
Ability to communicate effectively and remain calm in difficult situations
Some travel may be required for product training
Other duties as necessary to meet the needs of the business

117

Senior Customer Service Representative Resume Examples & Samples

Actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries / issues. Shares and / or conveys routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations
Maintains, updates and monitors customer account information
Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services
1-3 years experience in customer service (insurance or banking) preferred, but not required

118

Senior Customer Service Representative Resume Examples & Samples

Handle inbound email, web, and chat requests that are directed to the Customer Care Center. Requests of this type may be high volume and may include (but are not limited to): quotes, availability inquiries, reservations, equipment service and pickup, PO updates, billing discrepancies, and general inquiries
Interact with second party / re-rent vendors for applicable requests
Handle overflow call volume from various queues
May include some selling or up-sell and cross-sell or promotion of products or services

119

Senior Customer Service Representative Resume Examples & Samples

Proactively research and resolve issues and questions that arise pertaining to the account by effectively communicating with both internal and external customers in a timely and professional manner
Champion customer needs while ensuring organizational goals are met
Conduct diligent Purchase Order reviews; including review of reps and certifications
Ensure quality flows down at the beginning of the order to ensure conformity process is correct prior to shipment of product
Support demand management process by ensuring delivery dates are appropriately loaded in the SAP system and are aligned and reconciled including prioritization of orders through the factory
Manage customer returns through the proper return channel in SAP
Work closely with Operations for status updates, customer unique requirements, and delivery of product to meet customer expectations
Assist FSS (Financial Shared Services) with accounts receivable issues and manage overdue balance to drive to on time payments
Customer portal management for multiple customers
Facilitate and lead weekly customer communication efforts and support metric tracking and applicable reporting requirements
Participate in and contribute to Contracts Customer Support process development and improvement activities utilizing ACE (Achieving Competitive Excellence) operating system tools
Perform various reporting activities and other duties/projects as directed
Four years of experience in contracts administration or similar business related assignment, preferably experience with FAR, ITAR and US Government contracting
Experience in proposal preparation, purchase order administration and contracts correspondence required
Personal Computer Skills preferably with MS Office applications (Excel, Word, Access) and e-mail
Must have strong communications skills

120

Senior Customer Service Representative Resume Examples & Samples

The foremost job duty is to model and maintain a professional, friendly, respectful, courteous and helpful Customer Service attitude at all times, whether dealing with external or internal individuals
Respond quickly, professionally, and accurately by phone, fax, mail or e-mail to all Customer inquiries regarding quotes, orders, status requests, complaints, product returns and warranties, follow-ups and other ad hoc customer requests
Thoroughly read and review Customer purchase orders, comparing information on the purchase order to the quotations to validate order specifics and transfer accurately the full details to internal sales orders in a timely manner
Notify the customer of any discrepancies on the purchase order after comparing to the quotation, when applicable, and tenaciously follow up until resolved
Review backlog and production reports regularly and look for bottlenecks and delivery problems
Coordinate individual customer accounts, including those that require special handling, and support them by researching, investigating and responding to status inquiries of productions scheduling, shipping information, and delivery problems
Meet customer due dates on all orders or notify customer as early as possible if there will be a delay. Monthly reconciliation of Customer delivery scorecards
Prepare packing lists for domestic and international shipments
Review all exports for compliance in accordance with EAR and ITAR regulations. Maintain assigned Customer and department metrics, including bookings and backlog reports, Customer scorecards, past due and production reports
Attend regular operations meetings to obtain information regarding details of the backlog, delinquent orders and issues
General office duties and backup assistance to other customer service reps, switchboard operators, as well as provide assistance to the supervisor or manager, as needed

121

Senior Customer Service Representative Resume Examples & Samples

Experience in a production environment is preferred
1 years minimum of customer service experience in a transaction based environment is required
Demonstrated ability to handle multiple assignments competently, accurately and efficiently is required
Strong computer skills are required

122

Senior Customer Service Representative Resume Examples & Samples

Establish role as a leader and senior contact within the team
Provide walk-in support for new and tenured representatives, provide back up for supervisors in their absence, answer senior questions and work through high call volumes
Assist newer CSRs with complex problem analysis including appropriate research and resolution items, as well as escalated issues and ensure that they are handled within the turnaround time
Assist with the professional development of CSRs by acting as a mentor and assisting OJTs with training of new hires when necessary
Acquire a strong working knowledge of the tools necessary to manage the team effectively and act as a product and process knowledge resource to associates on the production floor
Help motivate team members to achieve stated team goals of productivity and quality and encourage commitment and engagement among team members
Assist with managing AWD work queues
Maintain an understanding of the exception process and be able to work with DSCs and CRTs
Serve as Team Lead back up and assists in completing reportorial requirements
Review/Quality Control transactions and processing items as necessary
Act as a Resource for user acceptance training (UAT)
Assist in coordinating team meetings and agendas
Develop effective means of communication with other departments
Act as a point of contact for key customer relationships
Provide coaching to associates for to successfully improve the performance
Coordinate with other departments to determine client/client request eligibility and status
Candidate must meet job expectations and pass all performance metrics in his/her current unit and role
Knowledge of browsers and relevant computer applications (Microsoft Excel, PowerPoint and Word )
Follows simple instructions on how to log in to the phone system, transfer and conference
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Candidate must demonstrate problem solving skills
Basic presentation and documentation skills
Candidate must have comprehensive product and systems knowledge

123

Senior Customer Service Representative Resume Examples & Samples

Licensing Training (Hired without P&C License): July 14th
Start Date (Hired with P&C License): July 24, 2017
Training Schedule: 9:00 am - 5:30 pm, Monday-Friday (8 weeks)
Work Schedule: 11:30 am - 8:00 pm, Monday-Friday
Bilinguals (English/Spanish) Encouraged to Apply
Salary: $35,360 yearly
Benefits start day one!!
High school diploma required; Bachelor’s degree a plus

124

Senior Customer Service Representative Resume Examples & Samples

Maintains Quality Assurance performance standards and strives to meet or exceed account productivity goals
Receives and handles calls
Responds to customer inquiries with the ability to go beyond typical scripted responses
2-4 years of experience in related area of experience within the contact center industry
Good attendance record and schedule flexibility required
Ability and willingness to assume responsibility for producing desired results through other people
Ability to accomplish multiple tasks of varying priority within allotted time frames

125

Senior Customer Service Representative Resume Examples & Samples

Process all United Academy requests both telephonically and via email in compliance with the company policies and procedures
Accurately capture all information (required or additional) pertaining to a complete United Academy experience
Communicate to a customer any terms/conditions applying to a request including United Academy billing and credit systems
Negotiate price and discounts based on United Academy guidelines in accordance with pricing policies and procedures
Categorize emails appropriately to foster streamlined communication and understanding among other United Academy Team members and CCC Leadership
Prioritize all inbound requests appropriately based on urgency and possible time taken to complete request while maintaining that the United Academy line is available during scheduled times

126

Senior Customer Service Representative Resume Examples & Samples

Execute day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values
Leverage understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals
Provide customer service via the internet, phone, fax and email to support activities including
Account set-up, allocation and delivery issues
Order processing and order fulfilment
Sales order tracking
Monitor supply outages and react accordingly for incoming and existing orders
Retail marketing programme information, policy and product fulfilment
Retail site experience complaints, fuel quality claims, site locator etc
Complaint resolution, identification and management of complaint root causes
Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems
Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues

127

Senior Customer Service Representative Resume Examples & Samples

Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls/queries problems.. Analyze customer needs, identify problems, research issues, and recommend solutions
Escalates queries/requests for action as appropriate to Supervisor and/or Field for immediate action
Maintain and create logs, records and files
May visit client site which may result in additional sales, but goal is customer contact, servicing, and retention
May perform customer setup and installations. Order and install necessary equipment. Test to make sure order meets customer needs
May do training/product demonstrations. Training materials/manuals are usually provided. Customize to meet customer’s needs/applications. Training ranges from 1:1 to classroom to phone to web based to on site delivery
Requires extensive knowledge of the company’s products and services
Strong knowledge of computerized data entry system or other relevant applications
Generally has 4+ years of related experience

128

Senior Customer Service Representative Resume Examples & Samples

Provide direction and communicate weekly activities to part-time Saturday staff to ensure policy/procedure updates are reviewed and adhered to
Collaborate and assist part time Saturday RSO staff as required
Responsible for and/or assist with start of day/end of day cash procedures, night depository and ABM balancing
Engage clients in conversation and explore potential challenges &/or problems that may require a product or service
Determines client need - asks open ended and probing questions, listens, allow client to express themselves, confirms understanding, and uses positive body language
Presents solutions and shows the added value of cross-sell opportunities. Overcomes or reduces objections
Establishes effective client relationships
Strong understanding of all the Bank’s products and services to be able to respond to the customer’s inquiries and needs, then refer appropriately
Provide administrative support to the Manager, Retail Banking and all Account Managers to provide quality, efficient service to enhance our client relationships
Follow the Bank’s policy and procedure manuals relating to the operations and security of the retail area
Aware of personal limits and authorities with respect to the negotiation of items
Good attitude and aware of the “team: This is most significant while dealing with clients and cooperating with both their coaches and peers to ensure a smooth daily operation
Complete transactions as quickly, pleasantly and efficiently as possible
Handle telephone inquiries in a pleasant manner, quickly and efficiently
Ensures work area is neat and clean at all times
Inspire trust by being open, honest and direct in communication, meeting commitments and behaving ethically in all dealings
Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel
Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment
Accept responsibility and accountability for actions and results
Make decisions guided by common sense and sound business judgement
Prepare and regularly review annual goals and career development plan with manager/supervisor
2-3 years of related customer service/banking experience

129

Senior Customer Service Representative Resume Examples & Samples

Respond promptly to inquiries form customers via telephone or email
Arrange delivery
College or University degree in International Trade or relevant
At least 1 years experience in customer service or import/export operation or international trade,
Open-minded, team work, proactive and strong interpersonal skills
Result driven attitude and ability to work under pressure
Good computer skills especially for Excel, prefer has SAP knowledge
Immediate available is an advantage

130

Senior Customer Service Representative Resume Examples & Samples

Receives cash, check, and credit card payments from the public in-person, by mail, telephone, fax, etc. for a variety of transactions requiring knowledge of legal codes, regulations, and departmental policy
Calculates change and issues receipts
May issue permits and dispenses plans to the public
Researches requests from a variety of internal and external customers regarding a variety of payment types
May collect money for numerous permits, property and automobile taxes, water bills, and other miscellaneous fees through various payment methods
May compile reports summarizing transaction details
Provides standard information to the public
Prepares deposits; balances receipts and compiles and maintains daily records
May assist with general office duties and processing mail
Answers telephone inquiries and transfers calls to proper locations

131

Senior Customer Service Representative Resume Examples & Samples

Escalation Line Calls-inbound calls from customers that are more complex matters that were escalated from the CSA to be resolved in the most satisfactory manner. The Sr. CSA will be expected to have the knowledge of multiple functions of our processes and the understanding of various departments that can provide additional support so that the result is an end-to-end resolution for the customer.This expectation will require advanced problem solving and higher level of technical skills
2 or more yearsof experience with working in a Customer Care Center
Proficient skills and abilities with PC applications and systems (CIS/ DIS billing system knowledge and experience a plus)
Be able to work independently and available to work outside normal scheduled hours, as needed
Customer focused, problem solver, respect for others, confidence, and clear communication skills are needed to satisfy customer needs

132

Senior Customer Service Representative Resume Examples & Samples

Must have excellent communication and problem solving skills that will allow the associate to handle more complex call types
Attention to detail, display empathy, team oriented and self-starter, attention to detail, ability to work effectively in a high demand environment with changing priorities
Previous Customer Service Experience

133

Senior Customer Service Representative Resume Examples & Samples

Inputs/updates employee pay lines in PeopleSoft as needed and ensures data accuracy
Analyzes, corrects, inputs and processes payroll into PeopleSoft
Establishes weekly calculation schedules for current and upcoming payrolls
Resolves Service Now cases as defined by the SLA
Processes Off Cycle Checks and file uploads as needed
Generates all On Cycle Calcs for Payrolls
Contributes to the Month End Processes
Serves as Backup for Entering/Processing Garnishments
Two years People Soft payroll experience required
Task and goal oriented employee
Works well with others – Team Player
Typing Speed- 75 WPM
Good computer skills – Micro Soft Office

134

Senior Customer Service Representative Resume Examples & Samples

The Senior Level Customer Service Representative will handle receiving and/or placing telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures and Liaise with sales and technical staff to keep them up-to-date with customer needs
Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts, and recognizes trends in order to formulate changes in daily operations. Manages customer accounts to ensure US and global customer satisfaction
Analyzes business processes. Develops corrective actions for driving long-term improvements in systems design and processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes
Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions
Supports team members in taking orders, order processing, and addressing customer-related issues by phone, fax, e-mail, Ecommerce, GFAX, or EDI
Provides guidance and training to team members on the implementation of short and long-term system improvements
Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force as needed
Provides focused expertise within a specific area in customer service operations, or coordinates, in a lead capacity, a specific area of operations (i.e. International ordering, National Accounts, etc.)
Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contracting/pricing
Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise
Leads projects cross-functionally when required
Process with direction credit requests, debt memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy
Trains other members in customer service team on subjects within their area of expertise. Assist with the creation of job aids and training documents
Applies knowledge to assist others to understand the impact of process improvements
Demonstrates the ability to work in a team environment, create/update department procedures, create/modify customer accounts as needed. May perform other duties as assigned
Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
Assist with KPIs, reporting, and analysis as required
Acts as a back up to the Customer Service Manager as needed by attending meetings, providing updates, and any other tasks as required

135

Operations Senior Customer Service Representative Resume Examples & Samples

Handle all inbound/outbound (English/French) calls from/to Home Depot sales associates, end customers and delivery agents regarding pre- and post-purchase inquiries, individual Home Appliance orders and ETA on inbound product
Ensure customer orders are processed, maintained, shipped while monitoring and driving on time and goal achievement
Navigate the dedicated Home Depot front end system to provide inventory availability, order status, in transit details, manage customer info and provide product information, comparisons, warranty details, etc. Manage order changes, cancellations, returns, replacements and damage allowances
Escalate service related calls to service team and ensure follow-up and case completion
Serve as the key linkage between sales associates, consumers and all internal departments to maximize customer satisfaction
Monitor 3rd party delivery agents to optimize performance on established metrics
Seize opportunities to resolve problems efficiently and handle all customers with courtesy and exceptional customer service to reinforce the power of the Samsung brand
Ongoing communication with SECA sales Specialist and customers
Effectively educate Home Depot sales associates and end customers on Samsung Product Knowledge, including SKU differences. Maintain productivity standards (e.g. Talk Time, Quality, Service Levels, First Time Call Resolution, and Customer Satisfaction), utilization of soft skills for fast, courteous, friendly service to both internal and external clients using voice and email communication. Daily HD discrepancy report for kiosk account
Mass changes on all accounts
Trained backup and overflow support for Specialist 1

136

Senior Customer Service Representative Resume Examples & Samples

Receive inbound calls from Advisors and clients who have service related issues
Educates Advisors where to find on-line information
Process incoming on line requests from Advisors and resolve requests in a timely manner
Work independently to make decisions regarding resolution of issues
Exercise judgment to know when to escalate issues to supervisor or manager
Ability to communicate with other business units within the Advisor Group to resolve Advisors concerns and issues
Analyze problems and follow through to resolution
Meet quality and production goals
Strong interaction with clearing firm and external vendors on routine brokerage account platform questions
Keep up to date on changes to industry and business processes
Series 7 license is helpful but not required
Ability to work well as part of a team. Resourceful, detail oriented ability to multi-task, self starter

137

Senior Customer Service Representative Resume Examples & Samples

Experience handling difficult situations with customers
At least an intermediate ability in computer skills
Ability to navigate multiple computer systems while interacting with the customer

138

Senior Customer Service Representative Resume Examples & Samples

Strong knowledge of construction equipment
Strong communication skills are essential
Sale experience preferred
Strong computer skills and knowledge of most current business software
Independent worker and self-started with strong self-imposed structure
Multi-tasking and organizational skills
Must have clear and pleasant phone demeanor Excellent oral and written communication skills
Proficient in Microsoft applications-Word, Excel, Access ,Email and SURI
Knowledge of overall construction industry
Knowledge of product and equipment usage and applications
Flexibility and ability to deal with a high volume of tasks, stressful and sometimes unfamiliar situations

139

Senior Customer Service Representative Resume Examples & Samples

Answer approximately 85 inbound calls per day from members who call in to respond to injury questionnaires or phone messages
Access and analyze questionnaire responses to identify and build cases for subrogation review
Refer cases to analysts for further investigation and negotiation
Available to work 40 hours per week within the operating hours of the site (10:30 AM to 7:00 PM Monday - Friday)
1+ years prior experience in an office setting, call center setting or phone support role
Previous insurance experience
Basic knowledge of managed care industry
Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications (be able to switch between computer screens / programs)

140

Senior Customer Service Representative Resume Examples & Samples

May coordinate others' activities
Experience with Microsoft Word (create/edit documents) and Microsoft PowerPoint (create/send presentations)
Available to work 40 hours per week anytime within the operating hours of the site (10:30 am - 7:00 pm Monday through Friday)
1+ years of prior experience in an office setting, call center setting or phone support role

141

Senior Customer Service Representative Resume Examples & Samples

Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate / defuse customers as needed
Answer high volume calls from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
Out bound calls will be made to clients, Sales, Quest labs, and other internal customers with information on billing issues and resolution
Phone and mailbox duties will be processed concurrently to ensure all billing inquiries are researched and resolved. This includes verbal and written correspondence, noting outcomes in billing system and communicating escalated issues to the Supervisor and / or Sales Manager
Active communication amongst the team must take place ensure consistent coverage of phones, internal and external mailboxes, which includes adhering to a set lunch schedule
Process correspondence via mail, fax or paper requests, handling billing disputes and researching payments
Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing and assisting with the collection of small balances
Develop and maintain productive relationships / interactions with customers
All aspects of research need to take place for accurate resolution which includes but not limited to: pulling chain of custody forms, requesting check pulls from the cash team, reviewing account activity and notes in billing system, accessing the Quest online invoicing system (eInvoice), reviewing prior emails in internal and external mailboxes, direct contact with clients, Quest labs, Accounts Payable, Sales Reps, Account Managers, local Quest standard business units and Quest non-standard business units
Billing Reps will work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
Thorough navigation of both Quest Billing System and the web Production and Quality based position
Timely and accurate follow up to all impacted parties (internal and / or external) that provides an explanation of resolution and requested information is mandatory
Maintain and follow SOP’s and perform web billing for clients as needed
Maintain ongoing communications with customers during the resolution process to communicate status updates and other required information
Maintain focus on customer interactions without being distracted by other factors
Follow Compliance and HIPAA Regulations at all times
Ability to meet production (and track daily) and quality standards
1+ years of Call Center Customer Service experience
Microsoft Excel experience (creating and editing spreadsheets)
Microsoft Word experience (creating and editing documents)
1+ years of experience in customer service, preferably healthcare billing
Ability to work in a fast-paced environment
Ability to meet production and quality standards

142

Senior Customer Service Representative Resume Examples & Samples

The liaison between manufacturing and our global districts and some end use customers
Work with shipping, and our outside craters to compliantly ship international goods
Work with customers to determine their need dates and provide continuous order updates
Review and convert purchase requisitions
Manage orders through the Front End material creation process
Trouble shoots all problems related to entering an order and moving the order through manufacturing
Work with schedulers, buyers, planners, engineering, quality, assembly, machining, third party, accounts receivable, etc
Expedite orders through the shop and update the customers
Support distribution and redistribution orders
High School or equivalent and 7 years of experience in customer service, order management or material management
Excellent written and verbal skills required
SAP experience or other ERP experience is highly desired
Bachelors and 1-3 year experience

143

Senior Customer Service Representative Resume Examples & Samples

Ability to move between product lines or service centers as required by department needs
Ability to understand and effectively communicate information regarding multiple or complex product line or function
Answer incoming UPMC Health Plan Member and Provider Service customer inquiries
Conduct outbound calls to clarify follow up, and resolve inquires from Members and Providers
Follow up on/documents actions required to service inquiry from UPMC Health Plan customers
Handle special projects as assigned
Investigate inquires from UPMC Health Plan Member and Provider customers
May engage in the acquisition or transfer of structured clinical data, but does not engage in any activities that involve clinical evaluation or interpretation
Moderate claim interpretation skills
Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan customer requests
Remain current on all departmental policies, procedures, plan benefit designs and modifications
Service as a mentor as assigned for newly hired staff members
High school graduate or equivalent required, college degree preferred
One year of customer service and/or call center experience
Knowledge of Member and Provider Services preferred
Proficiency in typing required. Ability to make independent decisions required. Knowledge of Microsoft Office and Excel spreadsheet program preferred
A basic analytical skill necessary to evaluate customer inquires
Demonstrates good organizational skills

144

Senior Customer Service Representative Resume Examples & Samples

Places outgoing phone calls to complete follow - up on customer service requests as necessary
Processes member terminations (i.e. phone dis - enrollment)
Implements customer service strategies and recommends related improvements / enhancements
Addresses special (ad - hoc) projects as appropriate

145

Senior Customer Service Representative Resume Examples & Samples

Partners with other billing and eligibility department representatives to resolve complex
Customer service inquiries
Informs and educates new customers regarding billing / invoicing set up and billing/payment procedures
Some College Preferred
Experience with UNET
Experience with ISET
2+ years of customer service experience in a call center environment

146

Senior Customer Service Representative Resume Examples & Samples

7+ years of experience
Ability to understand the NMCI contract
Provide support to Activity Customer Technical Representatives (ACTRs) and to the Activity Telecommunication Control Officer (ATCO) relating to telecommunications services
Provide customer support on NMCI policies and issues
Ability to manage NMCI data using Navy web and database tools including Microsoft Excel

147

Senior Customer Service Representative Resume Examples & Samples

BA/BS degree preferred or
High School diploma and significant customer service experience in manufacturing environment
Candidate must have excellent communication skills and computer skills -- must be able to type 40 wpm
Ability to multitask & prioritize problems
Strong team behaviors
Ability to make sound business decisions in a timely manner with minimum supervision

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