Job Responsibilities and Activities

• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/affiliate inquires
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Source new affiliates to perform required services, as needed
• Resolve or escalate all disputes or un-satisfied service confirmations
• Remain on the queue and address all requests 
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Spend time on the queue and handling customer questions
• Role model and demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required
• Other duties/special projects, as directed

Qualifications and Education Requirements:

• Associate’s Degree or equivalent work experience
• Strong written and verbal communication skills
• Strong Microsoft product skills, very strong Excel skills and a facility for numbers – understand how to manage a spread sheet
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity