Customer Service Representative

Objective:

As a customer service representative at Abacus, you play a crucial role as a frontline ambassador for our organization, responsible for delivering an exceptional level of service in every client interaction. Your primary responsibilities include engaging with clients through phone, in person meetings, and email communication to facilitate client onboarding, foster client retention and provide invaluable support to our accounting team members in their project endeavors.

Essential Functions:

1. Review customer accounts for changes to contract and selected service levels

2. Sharing and clarifying complex financial information for customers

3. Provide professional letters for third parties requesting detailed customer financial information

4. Help current and prospective clients with their information needs

5. Employ best practices for handling of inbound email inquiries and in/outbound telephone communication.

6. Acquire and maintain company and technical knowledge needed to assure quality response to client inquiries.

7. Master and employ client care as it relates to telephone engagement.

8. Contribute to team process improvement efforts designed to deliver efficient and client-centric outcomes.

9. Perform contact documentation and reporting tasks as listed in firm procedures

10. Support accomplishment of personal and team goals.

11. Work within and support the Process Driven Environment of the Customer Care Call Center.

12. Collaborate with Transportation Tax and Accounting teams to produce quality outcomes for clients.

13. Support other team members as needed.

14. Gather information from clients and enter information into database

15. Deliver information to clients in a clear, concise manner

16. Answer phone and email communication in a positive and professional manner.

17. Guide and assist walk-in clients with clarity and consideration

18. Take ownership of tasks involved to fulfill client’s expectation within our firm’s policies and procedures.

19. Set up and manage call center in the Salt Lake City, PRIME Hub.

Competencies:

1. Experience with handling customer complaints, fixing customer issues, or resolving complex situations

2. Ability to share complex information with professionalism, consideration, and clarity

3. Excellent written and oral communication skills

4. Strong telephone skills, including voice quality, enunciation, grammar, listening

5. Punctual and reliable work attendance

6. The ability to succeed in a fast-paced goal, oriented environment

7. Ability to work at a computer station for several hours

8. Well organized with good time management and multi-tasking skills

9. Works well in a team environment and ability to maintain positive relationships with work teams and customers/clients

10. Excellent problem-solving and analytical skills

11. Strong attention to detail

12. Maintain confidentiality regarding clients

13. Preferred experience using Microsoft Office applications and proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, and CRM.

14. Ability to work and think independently

15. Must be able to develop working knowledge of in-house software packages.

16. Pass a CJIS background check

Supervisory Responsibility

This position has no supervision responsibilities.

Position Expectations & Work Environment

This is a full-time non-exempt position. While performing the duties of this job, the employee works normal office hours. Some weeks over 40 hours will be required.

This is an in-office position.

Location & Travel

Based in Pittston, PA.

Required Education & Experience

1-2 years of inbound/outbound call center/customer support experience preferred

Solid customer service skills and strong goal orientation

Physical Demands

The physical demands described are representative of those necessary for an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description does not list all the duties of the job. You may be asked to perform other assignments and duties. You will be evaluated in part based on your performance of the tasks listed in this job description.