• Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues. Investigates analyzes coordinates and tracks moderately complex customer issues.

• Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.

• Creates and maintains logs reports records and files.

• Makes proactive calls to determine issues requiring close attention identifies problems and works through to resolution.

• May interface with offshore call center to answer questions on process or specialized situations.

• May perform order fulfillment. Receives orders reconciles information tracks on spreadsheets and follows up with customers.

• May prepare customer billings answer questions about billing and coordinate resolution of billing issues with collections and/or other departments.

• Performs other duties as assigned such as special projects.

Job Qualifications Education Experience Knowledge and Skills:

• High school diploma or equivalent
• Typically requires 2 years related experience (college education may count for related experience)
• Works under limited supervision
• Responsible for completing assigned tasks within guidelines.
• No direct reports
• Industry or functional experience highly preferred
• Requires extensive knowledge of the companys products and services.
• Strong MS Office skills: May need to create spreadsheets and presentations.
• Excellent verbal and written communication skills
• Excellent customer service skills
• Intermediate math skills
• Advanced problemsolving skills
• Ability to work under pressure and remain flexible to changing schedules and demands.