Customer Service Representative Job at Dunhill Professional Search & Government Solutions, Dallas, TX

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  • Dunhill Professional Search & Government Solutions
  • Dallas, TX

Job Description

Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

  • Supports customer to submit and process origination and disbursement transactions or creates and submits on behalf of customer.
  • Assists customer with award origination and disbursement processing and identifying and resolving processing issues.
  • Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in resolving batch edits and errors, missing documents and signature pages, fixing data.
  • Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.
  • Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. Each phone communication will require a manual process to link the call to the open case. All cases shall be logged in a web-based agent desktop application.
  • Performs manual linking and unlinking of award records and promissory/agreement to serve notes. • Performs analysis of COD borrower data integrity situations identified by Customer.
  • Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.
  • Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Minimum Qualifications

  • US Citizen with a High School Diploma or GED
  • 0-2 years of Call center experience. 0-2 years of customer service or public relations experience.

Other Job Specific Skills

  • Ability to successfully adapt and perform during times of high call volume.
  • Ability to provide effective customer service and deal tactfully and courteously with the public.
  • Strong written and verbal communication skills.
  • Strong listening ability to interpret and clarify information being provided by customers.
  • Strong commitment to providing quality service.
  • Ability to foster a good working relationship and rapport with customers.
  • Keen attention to detail and accuracy.
  • Ability to work well under pressure.
  • Unwavering dedication to customer satisfaction and resolving customer concerns.
  • Ability to convey enthusiasm, energy and sincerity over the phone

Job Tags

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