Customer Service Representative II

 

Not your average Customer Service Rep position! Must have a talent for customer interface and the ability to troubleshoot customer accounts.

 



Brief Job Summary:

Looking for career oriented professional with a focus on customer relations.  This is not an entry level position but one that has authority to substantially affect the relationship between the company and our customers, both from a financial standpoint as well as a product standpoint.  You will be ensuring that our customer?s support requests will be handled appropriately and in a timely manner.

 

 

Key responsibilities include:

 

- Provide non-technical support to Postini Customers regarding billing and other inquiries (via phone, email and web).

- Create and manage support cases, resolve issues with billing, handle account issues/requests

- Coordinates with internal organizations to get customer issues resolved

- Verify customer contact information

- Set up customer records and access to the web support portal

- Contribute to company policies and processes to improve case management and customer satisfaction

 

 

Keys to Success:

 

- Detail oriented

- Analytical

- Experience with defining and documenting new processes

- Escalation management experience

- Basic computer and software packages, including CRM

 

 

Requirements:

 

- Troubleshooting skills

- Project management skills

- Billing systems familiarity

- A minimum of 2 years previous experience in a position where you communicated with external customers several times a day via the phone.

 

 

Education:

 

High School Diploma