| Title: | Research and Resolution Specialist |
|---|---|
| ID: | 1202 |
| Department: | Administrative |
| Bonus: | N/A |
Responsible for providing excellent customer service via the phone, email, face to face, mail, and/or social media in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains related reports, records, and files.
ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES:
a. Implements processes and procedures to ensure timely and accurate system data.
b. Creates timely reconciliations of daily/monthly transactions and bank activity.
c. Field inquiries through shared team mailbox to ensure resolution is handled timely.
d. Research and resolve all disputes and refunds inquiries.
e. Process requests and data for customer invoicing.
f. Develop an advanced working knowledge of proprietary system to ensure accurate and timely navigation of customer information.
2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
a. Completes daily Resolution statistical reports.
b. Keeps supervisor informed of area activities and significant problems.
c. Completes required reports and records accurately and promptly.
d. Attends and participates in meetings as required.
3. Assumes responsibility for related duties as required or assigned.
a. Assists other departments as necessary.
b. Performs related clerical duties as needed.
c. Keeps work area clean, secure, and well maintained.
d. Actively and professionally cross sells Company products and services.
PERFORMANCE MEASUREMENTS:
1. Research and Resolution Specialist functions are efficiently,effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
3. Accurate and complete information about Company products and services is provided to customers.
4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.
5. Required reports and records are accurate, complete, and timely.
6. The Company's professional reputation is conveyed and maintained.
QUALIFICATIONS:
Education/Certification:
High school graduate or equivalent.
Required Knowledge:
General knowledge of Company policies and procedures.
Basic understanding of Company products and servicesExperience Required:
A minimum of 2 years related experience in customer service.
Skills/Abilities:
Strong organizational skills and attention to detail.
Works successfully in a team environment yet confident working independently.
Excellent customer service skills.
Demonstrate great communication skills.
Must be able to multi-task.
Ability to operate computer, fax machine, telephone, calculator, and copier.
Must be punctual and be able to follow daily schedules for breaks and lunches.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Finger Dexterity:
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking:
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing:
Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions:
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength:
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS:
None:
No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Reasoning Ability:
Ability to apply common sense understanding to carry out detailed but involved instructions and to deal with problems involving a few variables.
Mathematics Ability:
Ability to perform basic math skills, including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
Language Ability:
Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel so classified. Duties and responsibilities may be added or changed as deemed appropriate by management at any time.
Elizabeth River Crossings OpCo, LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation or any other category protected by federal, state or local laws.
