Job Information
Data Dimensions, LLC Customer Support Representative in Janesville, Wisconsin
Description
Purpose: The Customer Support Representative provides customer support through phone or email to customers with questions, concerns, or confusion around our payment services.
Essential Duties and Responsibilities:
Handles customer service inquiries and problems via telephone, internet, or written correspondence; Customer inquiries are of basic and routine nature.
Answers questions and resolves issues based on phone calls/messages from members, providers, and vendors.
Triages resulting rework to appropriate staff.
Taking accountability to fully understand the customers’ needs by building a trusting and caring relationship with the client.
Explains member's rights and responsibilities in accordance with contract.
Educates providers on our self-service options.
Research required information using available resources.
Document all call information according to standard operating procedures.
Recommend process improvements to increase organizational efficiency.
Demonstrate accuracy in processing customer requests.
Reference work instructions as needed.
Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.
Qualification Requirements –
To perform the job successfully, an individual should demonstrate the following:
Must be at least 18 years of age.
Able to read, write and speak English.
Able to maintain confidential information.
Successfully pass and maintain acceptable background checks and security clearances.
High school diploma, or equivalent.
Basic computer knowledge and Microsoft Office experience, online web portals, etc.
Positive approach to handling callers/inquiries.
Demonstrates High Customer Service Results.
Engaging Help within Internal Team to triage and obtain results.
Ability to identify and escalate all priority issues.
Ability to understand and cross function with multiple lines of business.
High attention to detail and accuracy.
Excellent listening and communication skills.
Qualifications
Education
Required
- High School or better
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)