Customer Service Operations Associate

Emmi Solutions
Front Royal, VA
Apr 12, 2021
Apr 14, 2021
Full Time
The Customer Service Operations Associate will resolve customer invoice dispute items in a timely manner. This will require issuing credit memo's, revising invoices, updating customer addresses and renewal delivery instructions. The Team member will follow up with internal departments (Accounts Receivable, Sales, Service, etc.) updating Customer Relationship Management tool timely and engaging directly with the Customer Service Specialist as needed. Essential Duties and Responsibilities: Develop and maintains knowledge of the department, company, and industry by attending and fully engaging in formal and informal training/mentoring sessions; engaging in self-directed learning and maintain subject matter expertise in billing and account management. Helps to correct invoice errors (eg, pricing errors) while securing approval to issue credit memos and invoice only orders; ensuring approval is documented in the order event log; and following up to ensure the timely delivery of all invoices (eg, bundle billing accounts). Reviews and updates customer records to ensure accuracy by reviewing various internal reports to identify new or updated representation records; partnering with the Customer Account Specialist on record clean-up projects; adding or updating account information in the records database; identifying items (eg, name changes) that can be handed off to the offshore team (CORE); researching addresses for; and executing all account updates timely, completely and accurately. Participates in organizational activities to meet or exceed company objectives by partnering with other team members and Managers to help develop action plans to reduce or eliminate defects; identifying opportunities to collaborate across groups and/or leverage partnerships; and collaborating with peers to advance company-wide initiatives. Education: Minimum: Bachelor's Degree in Business or related discipline; OR, if no degree, 5 years of business experience. Experience: Minimum: 1 year of detail-oriented business experience, including: Participating in extracurricular activities or associations. Working independently and in a team environment. Demonstrating strong customer service skills. Demonstrating strong analytical and problem- solving skills. Demonstrating organization, prioritization, and multi-tasking skills. Demonstrating strong written and verbal communication. Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Preferred: 1 year of quality assurance, including: Managing multiple concurrent projects. Coaching and mentoring team members. Collaborating across multiple internal teams. Working in the accounting, banking, insurance, hospitality, retail or legal industry.