Customer service Specialist (Rochester, NY)

Customer service Specialist

Customer Service Specialist needs 2 years experienceCustomer Service Specialist requires Proficient computer skills (Microsoft Office). Excellent communication and demonstrated leadership skills (in a professional or school environment). Minimum of high school degree is required. Minimum of 2 years of experience is required preferably in a fast-paced complex Customer Service environment i.e. Accounts Receivable and or Collections. Customer Service Specialist duties Creates enters and manages customer orders (via phone fax or e-channels) from internal and or external customers. Responsibility for front-line inquiry service complaint management Responds to all queries (e.g. order status product information stock availability company policies price quotes claims requests for documentation etc. ) from internal and or external customers to achieve a close-loop resolution process for the customer limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX. Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP. Reviews order error and order hold reports and takes action based on need as instructed by SOP Supports execution of marketing programs developed by client Conducts recall activities as appropriate Updates customer information in order management system as appropriate Conduct UAT testing as needed.