Customer Service Rep

Boston, MA | Contract

Post Date: 03/23/2018 Job ID: 80752 Specialty: Office Services

A leading university in Boston, MA is seeking a Customer Service Representative to join their team. In this contract role, you will provide information and resolution for finance requests and inquiries received via phone calls, emails, voicemails, walk-in service and web forms. The representative is the first point of resolution, acting according to established, standard protocols. Apply today!

Responsibilities for the Customer Service Representative:
  • Work from a queue of email and web form inquiries while also managing telephone and walk in requests
  • Assist in Accounting functions such as journal entries and uploads
  • Respond to questions and resolve issues using the Finance knowledge base within Salesforce as well as PeopleSoft Finance, following standard protocols
  • Provide accurate, timely information, policy interpretation and directions for required forms or paperwork
  • Perform front desk responsibilities include managing telephone calls, walk-in service, case distribution, completing I-9 verifications for all new hires as well as assisting constituents at walk in kiosks with online needs
  • Ensure smooth hand-off of constituent to other support services colleagues as appropriate
  • Route more complex issues to appropriate Finance specialist
  • Enter each new inquiry into CRM
  • Assign case, track resolution, escalation, and disposition of cases
  • Communicate next steps and/or closure back to constituent
  • Maintain accurate record of customer inquiry, actions taken, and resolution
  • Use knowledge base to ensure consistent, standard responses to common and typical requests
  • Contribute to knowledge base when new issues arise or new solutions are developed, in order to continue to build robust library for customer support
  • Meet service level agreements by executing tasks with a timely, accurate, and customer-focused approach
  • Ensure positive interactions with customers
  • Maintain data integrity
  • Understand how individual responsibilities support organization’ s performance measures
  • Identify opportunities for process improvement and share solutions
  • Strive to provide best in class support and service to the community and constituents
  • Provide back-up in other Finance areas
Requirements for the Customer Service Representative:
  • Associate’ s degree or equivalent experience preferred
  • High School Diploma or equivalent required
  • Minimum of 3 years’ experience in a customer focused role, preferably in a financial services function and preferably in a Support Center environment
  • Proficient in MS Office
  • Two years’ experience entering data and looking up fields in PeopleSoft or other information systems
  • Able to respond effectively to inquiries both in person and over the phone, following established guidelines
  • Attention to detail and accuracy
  • Excellent customer service orientation and excellent oral and written communication skills
  • Aptitude for using technology and ability to learn and use CRM and/or other technologies
  • Able to prioritize, meet deadlines, problem-solve and research thoroughly, contribute to peer learning and collaborate in a team environment
  • Additional Preferred Experience, Education, etc. (Consider preferred qualifications including additional education, experience, or other job related skills
  • Prior experience in a support center environment
  • Technology savvy with a strong knowledge working with Microsoft Office
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                      
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