Customer Service Representative - The Panther Group

The Customer Service Representative is responsible for all telephone account maintenance. The Customer Service Representative determines the accuracy of account information, and ensures all required information is provided for security. The Customer Service Representative enters information into the database, processes payments, and assists patrons in understanding the program’s procedures regarding payment options, information changes, and violations enforcement. This responsibility includes ensuring patrons’ service requirements are protected and accounted for in accordance with set standards of performance.
 

Essential Duties and Responsibilities:

• Process telephone inquiries, fax information/applications to customer if required.
• Perform account maintenance, including address changes, payments, adjustments, and statement requests
• Research overcharges, and submit for adjustment.
• Provide assistance to process/update expired credit cards, options changes, replenishment amounts, balance thresholds, address changes, and add tags, process applications, and correspondence.
• Prepare reports to include daily Phone Call Log.
• File applications and other paper work as necessary.
• Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
• Work a rotating weekend schedule, one month on/one month off as scheduled or as required based on operational needs.
• Must remain professional under every circumstance with patrons and staff members

Qualifications:

• High School Diploma or the equivalent required
• Previous customer service experience
• Strong written and verbal communication skills