Senior Customer Service Job Description
Senior customer service
provides education to providers in regards to claims, authorization, billing procedures, DMA departments and contracts and MBHP policies and procedures.
Senior Customer Service Duties & Responsibilities
To write an effective senior customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included senior customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Assist field service engineers in assigned area with scheduling and rescheduling service calls
Follow up on service issues assigned to third party service companies to ensure completion and track delays
Create and schedule preventative maintenance service calls
Work with database administrator to maintain integrity of customer and call data in service databases-thoroughly notate and record all actions taken during service dispatches to ensure proper documentation in compliance with departmental SOPs
Monitor personal and group email accounts to address or appropriately route incoming requests from customers, field personnel, sales staff and external business partners
Work with technical support staff, field agents and supervisory/management team to identify the best resolution for customer issues-perform triage analysis to efficiently deploy service resources
Establish and maintain relationships with field personnel, dealer partners and customers
Support the ABM and BM in more complex and sensitive operational activities
Mentor and act as a role model for all Customer Service Representatives in lobby management leadership and the promotion of digital channels to our customers
Schedules mentoring sessions with other customer service representatives
Senior Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Customer Service
List any licenses or certifications required by the position: ITIL, OEM, PMP, SAP, ITSM, APICS, QA, MDM, DMS, LSS
Education for Senior Customer Service
Typically a job would require a certain level of education.
Employers hiring for the senior customer service job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Education, Healthcare, Business, General Education, Technical, Associates, Business/Administration, Science, Graduate, Management
Skills for Senior Customer Service
Desired skills for senior customer service include:
Banking products and services
Practices and concepts
Word
Accounting and audit principles
HCFA guidelines and Medicare claims payment rules and claims policies and procedures
Practices and legislation/regulations
Tax
Managed care industry
Billing / finance and eligibility processes
Desired experience for senior customer service includes:
Should be comfortable working with targets, goals and objectives
Must be available to work a flexible work schedule, including evenings and weekends (Saturdays)
To effectively organize & prioritize work, maintain the bulk supply of branch cash, coin and foreign currency process bank machine and night depository contents according to policies and procedures as required
Flexibility to work a variety of shifts and locations within the market
Flexibility to work a variety of shift lengths from 3 hours to 9.5 hours/day
Minimum three years’ experience supporting large key accounts required
Senior Customer Service Examples
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Senior Customer Service Job Description
Job Description Example
Our innovative and growing company is hiring for a senior customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior customer service
- Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved
- Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature
- Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses
- CSR ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily
- Responds to all customer complaints immediately and notify all relevant parties
- Promote alternative transportation options to U-M Community at various events
- Have awareness of overall and service management profitability of their customer
- Perform performance management, incl
- Ensure regular communication between team members and senior management and other stakeholders
- Consistently follow up with customers on the progress of customer service related issues
Qualifications for senior customer service
- Must exhibit the ability to successfully multi-task and prioritize work
- Must use judgment and tact
- Requires knowledge of the title industry organization, products, and/or services
- Ability to multi-task duties the ability to understand multiple products and multiple levels of benefits within each product
- An understanding of healthcare industry is preferred
- Previous cash handling and teller experience
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Senior Customer Service Job Description
Job Description Example
Our company is growing rapidly and is looking for a senior customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior customer service
- You will be involved in assisting the Customer and Event Services Manager with any tasks especially around process implementation and copy writing
- You will also be expected to perform the Customer Service Representative role as outlined below in addition to the Senior responsibilities mentioned
- You will be required to provide support for Exhibitors post sale (once a stand has been purchased) and for Visitors (after they have registered to attend an event)
- You will Support the development and own the implementation of integrated customer communication plans
- You will be attending event meetings and maintain close liaison with event teams to ensure a good overall knowledge of the events and to provide customer feedback
- Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements
- Accountable for ensuring orders are received into the ERP system and/or other support databases
- Manage the commercial relationship with designated client(s)
- Liaise and co-ordinate with Account Managers and internal staff proactively in relation to the day to day running of the account(s)
- Work in partnership with the client to plan activity and grow and develop the accounts
Qualifications for senior customer service
- Min 2 years solid experience in sales coordination, order placement & delivery coordination, shipping & logistics documentation and process, preferably in non-apparel industry
- Good written and spoken in Chinese, English and Mandarin
- Analytical, multi task and problem solving capabilities
- Drive all aspects of Commercial intelligence within the customer service function
- Have initiative and drive with passion, decisive, business focused, & result oriented
- Ability to work and deal effectively under pressure
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Senior Customer Service Job Description
Job Description Example
Our innovative and growing company is hiring for a senior customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior customer service
- Manages the Customer Service Team in order to ensure that co-workers are available and ready to help by putting customers before work tasks
- Follows cash handling procedures to ensure money handling is securely managed
- Ensures co-worker competence on system knowledge (SAMS, ISELL, IPOS, COGNOS)
- Creates a customer-centric environment within the team that leads with empathy and empowers co-workers to act quickly and make decisions to resolve issues, create happy customers, and ensure co-workers are recognized for exemplary service to customers (HUTI)
- Handles escalated customer issues that cannot be resolved at a co-worker level
- Partners with Safety & Security to ensure adherence to policies, procedures, and audits regarding inventory integrity, safety, cash handling procedures, and internal audit standards
- Line Management of Customer Service Representatives to provide support, training and guidance
- Manage sponsorship fulfilment tasks within a portfolio
- Key point of liaison for event teams as subject matter expert for that portfolio
- Pro-actively review, manage and support social media commentary and feedback
Qualifications for senior customer service
- 3-5 years of relevant post qualification experience is required
- The deadline for application is 3rd March 2017 and all application should be in English language
- Field a variety of incoming customer calls with a passion to deliver high quality solutions for our customers
- Experience with power supply is a plus
- In depth understanding of digital and analog circuitry
- Use of test equipment (DMM, DVM, Distortion Analyzer, O’Scope, Function Generator)
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Senior Customer Service Job Description
Job Description Example
Our company is looking for a senior customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior customer service
- Coordinate maintenance service providers on campus (Prime Pest, Thyssen Krupp)
- May reconcile simple low activity cost centers for FM accounting
- Provides order and returns processing for Abbott International offices and distributors
- Processes customer orders submitted via multiple channels, including phone, fax, and email
- Provides inventory support for products and services
- Communicates with global partners in a clear, concise and professional manner
- Completes administrative functions to support order processing
- Handles moderately complex issues
- May provide general direction and guidance to Customer Service Representatives I & II
- Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches
Qualifications for senior customer service
- The candidate should be fluent in English
- Excellent oral and written communication skills with emphasis on clear articulation
- Excellent organizational and time management skills with heavy attention to detail required
- Emphatically handles conflict resolution
- Strong focus on customer service both internal and external
- Personnel and Integration Management
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Senior Customer Service Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of senior customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior customer service
- Identify client needs and present solutions
- Make pro-active calls to support key Service initiatives
- Working with the Diary Management Team to ensure the quality and controls of the department are maintained at all times and that all internal procedures are fully operational, paying particular attention to information security
- Assisting the office amalgamation process with administrative tasks, telephone calls and administrative workflow, as and when required
- Communicating and providing information by relevant methods internally and externally to assist and enable organisational operations and effective service to connecting groups
- Maintaining confidentiality in all aspects of client and staff information
- Working alongside the NOC Team Leader to organise regular team meetings
- Liaise with prospective and existing clients, estate agents, surveyors, RM`s and vendors
- Manages the customer`s expectations by providing all relevant information
- Effectively handles and resolves customer problem/issues with customer
Qualifications for senior customer service
- Basic to advanced knowledge of the credit industry
- 2 years experience in a telephone and e-mail based customer support environment involved with complex products
- Basic math skills for conversions to metric and currency evaluations
- Three (3) years of work/field experience preferred
- Telephone etiquette - ability to balance talking with listening
- Can balance productivity standards against call quality standards