The Customer Solution Specialist is responsible for supporting account management and operations to resolve escalated customer issues while providing excellent customer service for PosiGen customers. The role will be focused on handling escalations, issue resolution, and improving the customer experience. The Customer Solution Specialist is responsible for carrying out the complaint resolution policy. The Specialist would work under minimal supervision and is often called upon to assist management with special assignments, SOP development, project management, and reporting. This role will have a high degree of influence and accountability for de-escalating customer frustration, owning issues and driving cross-functionally to satisfactory resolution, and reporting root-cause in order to prevent recurrence.
Essential Job Functions
- Handles escalated customer complaints, including BBB and other public forum or regulatory complaints, from intake to resolution.
- Communicates directly with the customer using phone, email and SMS to find resolution to complaint.
- Documents internal assessment of customer issues and updates in the CRM, currently Salesforce.
- Researches the account history and makes determination based on all information provided; Provides customer resolution options and makes offers directly to the customer.
- Documents settlement agreement using standardized form.
- Meets or exceeds service levels for responding to and resolving assigned cases
- Occasional travel to customer homes may be required to resolve disputes.
Competencies
- Ability to work independently and prioritize workload
- Advanced communications and analytical skills
- Advanced de-escalation / customer service skills
- Ability to show empathy, assertiveness, tact, and resilience
Education/Experience
- College degree or equivalent work experience
- Experience working with claim evaluation, legal regulations, and/or financial settlements preferred
- 2-5 years of progressive experience in a call center or collection agency is preferred.
- Knowledge of Billing, Collections and Customer Service procedures
- Bilingual Spanish-speaking preferred.
- Salesforce experience is required
- Proficient in Google Suite products, including Gmail, Google Docs, Google Sheets, etc.
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
