Customer Service Representative I

Customer Service Representative I

Waltham, MA

Under immediate supervision, the Customer Service Representative I for Vendor Compliance is responsible for responding to inbound vendor inquiries via telephone, web and email communications. Responsibilities include guiding vendors through the Vendor Compliance process; providing administrative support, resolving vendor problems through research and troubleshooting; and documenting communications within the company’s CRM system. The Customer Service Representative I in Vendor Compliance responds to frequently requested vendor inquiries, problems and general questions.

ESSENTIAL RESPONSIBILITIES

  • Answers vendor inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves vendor problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Records vendor interactions, details of inquiries, complaints or comments, as well as actions taken within the company’s CRM system.
  • Meets company-established standards for service (e.g., first call resolution).
  • Achieves productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals).
  • Handles vendor calls efficiently, effectively and professionally when responding to vendors’ requests and challenging vendor situations or responses.
  • Understands and complies with company Vendor Compliance practices, safeguards, policies and legal compliance regulations.
  • Escalates unresolved vendor questions, issues or complaints to appropriate individual(s) for quick resolution.
  • Follows-up to ensure appropriate action is taken to resolve outstanding vendors' inquiries or problems.
  • Processes Vendor Compliance interactions such as email and re-evaluations.
  • Uses computer systems to track, gather information, and/or troubleshoot vendor issues.

EDUCATION/QUALIFICATIONS/EXPERIENCE

  • 2-year college degree or equivalent experience
  • 2-year minimum experience in direct vendor service
  • Demonstrates excellent telephone and written communication skills

DESIRED EDUCATION/QUALIFICATIONS/EXPERIENCE

  • Experience using a vendor service (“CRM”) or sales database system

REQUIRED SKILLS/ABILITIES

  • Excellent written and verbal communication skills
  • Professional phone demeanor skills
  • Proficiency in Microsoft Office Suite
  • Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
  • High attention to detail and strong organizational skills
  • Regular attendance and a regular work schedule is an essential function of this job
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Location

Waltham, MA

Business Unit
Resident Screening
Department
Client Services
Employment Type
Employee- Full Time