Essential Duties and Responsibilities Develops and maintains knowledge of the department, company and industry as a whole by attending and fully engaging in formal and informal training / mentoring sessions (e.
g., with a Senior Customer Service Operations Associate, Customer Service Operations Coordinator, Customer Service Lead);
engaging in self-directed learning (e.g., studying information provided in a timely manner); learning the mission, vision and goals of the team and of the organization;
learning and developing knowledge of all processes used within the department (e.g., representation account processes); learning and developing knowledge of all systems and applications used within the department;
developing a comprehensive knowledge of all CT products and services; and collaborating with peers and management to continuously improve (e.
g., accepting critical feedback and implementing suggestions). Partners with team members to review completed orders for accuracy prior to invoicing by reviewing financial reports (e.
g., Dashboard, Billing Pipeline, order age, 572 and 575) to identify orders that can be invoiced; learning when to follow up with Customer Specialists and Management to address stalled orders;
ensuring customer preferences have been met for all orders; ensuring financial charges are accurate for all orders; helping to join companies to the proper affiliation group;
ensuring delivery instructions are accurate; assisting the preparation of correspondence for monthly bundle billing accounts (e.
g., invoices, spreadsheets); and printing the invoice and final cover letter to be sent to the customer. Helps to correct invoice errors to ensure an accurate and timely delivery by identifying and documenting order defects (e.
g., pricing errors); 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 (e.g., 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 Account Team on record clean-up projects; adding or updating account information in the records database;
identifying items (e.g., name changes) that can be handed off to the offshore team (CORE); researching addresses for undeliverable Service of Process items;
and executing all account updates timely, completely and accurately. Develops the ability to provide quality consultative customer service to all accounts by answering questions pertaining to CTs representation services;
helping to identify add-on selling opportunities as it relates to representation matters; learning how to generate customer IDs and passwords for CTAdvantage.
com; learning how to generate Company Books for customer review upon request; and learning how to activate the customers Compliance Calendar upon request.
Participates in organizational activities to meet or exceed company objectives by partnering with other Customer Service Operators 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.
Key Requirements Education Minimum Bachelors Degree in Business or related discipline 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 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).