Service Center Representative

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Are you looking for an impactful job that offers an opportunity to develop a professional career? As a Service Center Representative you will have access to:

• A stable and consistent work environment in an office and/or virtual setting

• A training program to learn how to help employees and customers from some of the world’s most reputable brands

• Career development and promotional growth opportunities through increasing responsibilities

• A diverse and comprehensive benefits package to take care of your mental, physical, financial and professional needs

PRIMARY PURPOSE OF THE ROLE: As a member of our Legal Spend Management Customer Support Team, deliver comprehensive, high-quality support to customers with complex issues and questions. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high-level customer satisfaction. You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise.

ESSENTIAL RESPONSIBILITIES MAY INCLUDE:

• Hold total accountability for a positive customer experience
• Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service applications, as well as corresponding system and software changes
• Answer an average of 15-30 inbound support calls and 20-30 emails per day
• Consistently available to receive incoming calls (at desk and logged into phone system)
• Manage and maintain timelines for issue resolution
• Ability to develop and maintain customer relationships
• Document software defects and work with internal departments to escalate or resolve
• Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
• Assist with identifying root cause of problems; manage and resolve issues in a rapidly changing environment
• Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
• Ability to work an 11-8pm shift one day a week to be determined after training is completed

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing High school diploma or GED required. College courses preferred

Experience One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge

• 2+ years of experience in a customer service or helpdesk role
• Proven ability to troubleshoot and support customers using software applications
• Strong customer service skills
• Ability to effectively multitask in a high paced environment and balance multiple priorities
• A solid understanding of basic computer functions and ability to teach/train users
• Experience supporting software as a service
• Strong oral and written communications skills
• Excellent organizational and problem solving skills
• Ability to focus, retain information and research solutions using tools provided
• Desire to be a team player, resourceful, and flexible

TAKING CARE OF YOU

• Career development and promotional growth opportunities
• A diverse and comprehensive benefits offering including medical, dental vision, 401K, PTO and more

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Originally posted on Himalayas