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Client Service Representative

 

Location-Austin, Texas

 

Description

The Client Service Representative handles client inquires in a help desk environment.  The CSS answers all help desk calls and supports the Client Service Team with help desk operations. This position involves extensive contact with client participants and a focus on superior client satisfaction.  Under direct supervision, the CSS responds to and diagnoses problems through discussion with end users and accessing Brandmuscle software.

The CSS’s responsibilities include:

Answer help desk calls or emails for participants and client field representatives on web based applications, marketing programs, or claim processing questions
Resolving end user problems
Maintain professional/positive attitude while handling difficult customer calls
Update call, email and other service level tracking systems
Monitor and track customer issues to ensure accurate resolution
Apply knowledge of clients’ marketing programs and branding guidelines
Apply knowledge of state laws and regulations pertaining to advertising disclaimers as trained
Perform research requests including gathering data
Work on assignments where judgment and initiative are required in resolving problems and making recommendations
Quality check own work including review of pre-approvals and claims processed by audit pool
Review duplicate claim listing and research/handle duplicate claims
Review re-submitted claims, forward to audit pool as needed
Process data changes requested by the client to register new users or set up/update program participants and sales representatives
Processing files from clients and creating output files as needed 
For low volume accounts, this position may audit pre-approvals and claims
For low volume accounts, this position may log manually submitted claims into the system (correspond)
Client specific activities including ad template coordination, compliance monitoring, special program support and approving agent profiles
Overtime as required

Requirements

Exemplary written and verbal communication skills

Excellent customer service and interpersonal skills required
Ability to multi-task and handle large volumes of work in a short period of time
Flexibility to accommodate a variety of priorities
MS Office (Excel, Word, PowerPoint) Access a plus
Must be thoroughly computer /Internet literate and able to learn new software quickly
Ability to manage relationships in a fast paced environment

Experience

1+ years experience in call center environment or 2 yrs. college a plus

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