About this role
PURPOSE
The Senior Service Specialist position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level two support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In addition, the Service Specialist II position works closely with the customer facing teams and our carrier partners to execute the day-to-day operation as a highly transactional service team. A level II Service Specialist will focus on escalated customer issues, strategic processes, focus on higher level customers and will have proven their ability and knowledge based on Tier I expectations.
ESSENTIAL DUTIES & RESPONSIBILITIES
Advanced skills pertaining to standard processes and consistent customer communication.
Ability to identify and troubleshoot continuous improvement opportunities within the team.
Advanced Salesforce knowledge and abilities.
Ability to provide a high level of customer service by way of transactional services and clear communication.
Assist customer facing teams by using proper Salesforce macros, templates, and flows.
Improve on time management, organization and planning skills.
Consistent Monday-Friday work schedule.
Communicate daily with both customer facing teams and customers via Salesforce tools.
Work with scalable processes that enable the team to be efficient while providing a focus of high level of customer service.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Proficient with internal systems
Familiarity of Microsoft programs, Salesforce, and carrier relationships
Excellent verbal and written communication skills.
Problem resolution
Time management
Relationship management
QUALIFICATIONS
2+ years internal experience
High School Diploma required
PHYSICAL DEMANDS & WORK ENVIRONMENT
Work Environment: Job is performed in a general office environment.
Physical Requirements
NP Not Present
O Occasional (Up to 25% of time)
F Frequent (26%-74% of time)
C Constant (75% or more of time)
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