Specialist, Portal Support

Job Description

JOB DETAILS

REQUIREMENTS

• Minimum of one year customer service experience.
• Ability to take ownership of customer complaints, resolve conflicts and manage their expectations.
• Excellent Interpersonal and customer service skills.
• Proficient computer skills with ability to utilize up to three screens at one time.
• Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Analytical and critical thinking skills.
• Multitasking and organizational skills.
• Excellent time-management skills.

RESPONSIBILITIES

• Interact with both internal and external customers.
• Update Portal (s) throughout the day.
• Ensures that our portal customers/dealers are provided with quality customer service at every step of their inquiry.
• Includes working up to 35-40 cases per day while maintaining an accuracy rate of 97% or higher.
• Ensure appropriate actions are taken to resolve customers’ problems and concerns in a timely yet accurate manner.
• Keep an accurate and detailed account of customer inquiries and resolutions within each SO and/or case.
• Ensures that all processes and procedures are maintained, and a proper resolution has been provided.
• Properly maintains personal case queues within set parameters and closes within the required 24-48 business hours.
• Meet personal/customer service team daily goals.
• Able to work in a team environment.
• Evaluate customer needs to determine the strategy most effective in meeting their requirements.

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