Job DescriptionThe Client Service Representative (CSR) handles client inquires in a help desk environment. The CSR answers all help desk calls and supports the Client Service Team with help desk operations. This position involves extensive contact with client participants and a focus on superior client satisfaction. Under direct supervision, the CSR responds to and diagnoses problems through discussion with end users and accessing BrandMuscle software.ResponsibilitiesAnswering help desk calls or emails for participants and client field representatives on web-based applications, marketing programs, or claim processing questions Resolving end-user problems Maintaining a professional/positive attitude while handling difficult customer callsUpdating call, email and other service level tracking systems Monitoring and tracking customer issues to ensure accurate resolution Applying knowledge of clients marketing programs and branding guidelines Applying knowledge of state laws and regulations pertaining to advertising disclaimers as trained Performing research requests including gathering data Working on assignments where judgment and initiative are required in resolving problems and making recommendations Quality checking own work including a review of pre-approvals and claims processed by audit pool Reviewing duplicate claim listings and research/handle duplicate claims Reviewing re-submitted claims, forwarding to audit pool as needed Processing data changes requested by the client to register new users or setting up/updating program participants and sales representatives Processing files from clients and creating output files as needed For low volume accounts, this position may audit pre-approvals and claims For low volume accounts, this position may log manually submitted claims into the system (correspond) Client-specific activities including ad template coordination, compliance monitoring, special program support, and approving agent profilesOvertime as requiredRequirementsHigh School or equivalent required, 2+ years of college preferred1+ year of experience in call center environmentExemplary written and verbal communication skills Excellent customer service and interpersonal skills required Ability to multi-task and handle large volumes of work in a brief period of time Flexibility to accommodate a variety of priorities MS Office (Excel, Word, PowerPoint); Access a plus Must be thoroughly computer /Internet literate and able to learn new software quicklyAbility to manage relationships in a fast-paced environmentAustin, TX 78759 Associated topics: clerk, csr, customer care, customer care representative, customer service, customer service associate, internship, service representative, telephone, telephone service representative Associated topics: clerk, client service, customer care, customer care associate, customer service, customer service associate, platform support, representative, service specialist, telephone
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.