Job Summary
The Customer Service & Operations Specialist will be responsible for consistently providing exceptional customer service and sales support by offering timely and accurate information with an aptitude for problem solving. This role is responsible for billing, data maintenance and clean up as needed via SalesForce, as well as delivering finance support for the TRACS Sales team on billing related matters. The associate is responsible for administrative and clerical services ensuring data is accurately entered and maintained. Other responsibilities include relationship building, reporting, order entry and processing, and other projects as needed.
Responsibilities
- Audit contracts and customer agreements for accuracy and compliance.
- Simultaneously manage inbound and outbound customer phone and email inquiries.
- Receive, review and process inquiries in a timely, accurate and professional manner.
- Always maintain a professional and courteous attitude.
- Review and maintain accuracy of customer accounts and sales opportunities in SalesForce.
- Ability to create custom reports in SalesForce as requested.
- Support and clearly communicate with internal operations and sales team.
- Efficiently navigate though all systems including SalesForce, Five9, D365 and JDE.
- Access information from supplier catalogs and websites.
- Resolve and communicate customer billing inquiries between field reps and management.
- Provide excellent phone presence and customer service.
- Assist with special projects upon request.
- Communicate, present and expedite billing related solutions.
Qualifications
- High School Diploma or GED required.
- Previous experience working in a fast-paced billing and customer-oriented role required.
- Ability to work in ambiguous situations when facing circumstances that are unstructured and require original approaches required.
- Must be comfortable in participative problem-solving environments and have high ethical standards.
- Demonstrated skills required: organizational, analytical, planning, prioritization, time management, professionalism, problem-solving, decision-making, flexibility, adaptability, active listening, excellent verbal and written communication and good judgement.
- Must be deadline-oriented, self-motivated, prioritize multiple tasks to meet deadlines, take initiative, and display a sense of urgency.
Technical Skills
- Considerable experience with billing systems, reporting, and PCI compliance with multiple funding methods required.
- Proficiency in Microsoft Office Suite – Outlook, Word, and Excel required.
- Intermediate knowledge of Salesforce required.
Leadership Skills
- Embodies the following values: serve, perform, influence, respect, innovate, team.
- Effectively communicates by motivating and inspiring others through clear and proactive communication.
- Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
- Makes balanced decisions and thinks strategically by being a forward thinker.
Physical Demands / Working Environment
- Operates in a professional office environment.
- Hybrid workplace flexibility upon completion of training.
- Hours may fluctuate based upon demand.
- Employee is regularly required to talk and interact with customers and internal/external employees.
- Employee is frequently required to answer inbound and make outbound calls for customer billing inquiries/collections related matters.
- Must be willing to work until 7:00PM and possibly weekends and/or some USAG recognized holidays.
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.