IBS Customer Service Specialist I

General Summary

Under the supervision of the Customer Service Manager or Supervisor, and in compliance with established policies and procedures, the Customer Service Specialist I performs functions for the Customer Service Department. Functions may include such tasks as customer service duties, collection efforts, data entry, typing correspondence to clients and customers, fulfilling customer requests, and notifying management of any potential problems.

Essential Functions

• To provide the premier accounts receivable management experience.
• Contacts customers regarding delinquent invoices, payment application errors, and dispute resolution.
• Uses multiple web-based applications in an effort to provide exemplary service.
• Uses extensive phone and email contacts to help customers and clients solve billing problems.
• Engages management on any significant changes in pay history, ability to pay, or willingness to pay at a transactional level.
• Able to accept payments in various forms using web-based applications.
• Assists in the collection of returned checks using the policies and procedures outlined by the Collections department.
• Initiates proactive conversations with customers by providing information in the form of statements, transactional spreadsheets, and invoice copies.
• Practices dispute resolution through a series of written correspondence between clients and customers.
• Maintains accurate transactional applications to balance accounts at the request of customers.
• Keeps accurate records of correspondence between Interstate Billing Service, our clients, and customers.
• Researches accounts at a transactional level to ensure the placement of funds which are unaccounted for are returned to the proper customer or client.
• Recommends the transfer, refund, and chargeback of transactions, regardless of amount, according to processes and procedures of the Customer Service Department.
• Performs other duties as assigned.

Working Conditions

• Generally good, with little exposure to noise, extreme temperatures, dust or other adverse factors.
• Considerable effort and eyestrain from continued checking on the accuracy of all work leaving the department.

Minimum Level of Preparation and Training

• A high school diploma or equivalent
• Phone based customer service experience preferred

Required Skills, Knowledge, and Abilities

• Excellent phone-based customer service skills
• The ability to accomplish multiple objectives in a fast-paced environment
• Strong communication and team-work skills
• The ability to develop knowledge of product, services, and processes
• The ability to develop a thorough understanding of proprietary software
• The ability to operate basic office equipment
• The ability to access information on the internet
• Have a working knowledge of the Microsoft Office Applications of Word, Excel, and Outlook
• The ability to solve complex problems or have strong problem-solving skills

Employees are required to perform other duties as assigned by management. Management reserves the right to change this as needed. 8/2019