Communicate with customers via email and chat following standard operating procedures
Handling inbound customer calls as needed
Audit accounts to ensure proper protocols are followed
Compose and manage ad hoc email correspondence
Accept payment on certain accounts as appropriate and resolve most questions and problems, referring only the most complex to higher levels (i.e., designated Assistance rep or supervisor)
Evaluate customers' financial situations and negotiate terms of repayment to bring the account current
Input customer-related data accurately and efficiently
Always deliver a consistent and professional level of service
Maintain the highest level of both quality and service with every interaction
Advise and influence customers on the payment options within company guidelines
Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems
Additional responsibilities as needed
Requirements
Previous customer support experience preferred (email, chat, or call center)
Strong written and verbal communication skills
Ability to navigate multiple systems and maintain accurate account documentation
Strong problem solving and decision making skills
Ability to remain professional and empathetic during all customer interactions
Ability to pay close attention to detail and be self-motivated
Ability to multitask and excel in a fast-paced environment
Beginner-Intermediate proficiency in Microsoft excel
Benefits
Medical, Dental, Vision Insurance
401k with 4% company match
Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (from the HFD approved list)