Client Services Specialist II

SGS Consulting; Nashville (TN); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

SGS Consulting in Nashville is seeking a detail‑oriented professional to support quality assurance and commission operations. You will act as a subject matter expert, promoting continuous improvement and ensuring adherence to departmental standards.

Responsibilities include conducting quality audits, assisting with debt management and agent reconciliation, and collaborating across teams to resolve issues and drive efficiency.

Qualifications

• Associates degree in related field or equivalent experience is preferred.
• Proficient in Excel.
• SQL experience is a plus.

Responsabilités

• Acts as a subject matter expert and quality advocate, promoting continuous improvement and adherence to standards.
• Conducts regular quality audits across products and platforms to ensure compliance and efficiency.
• Supports commission operations and debt management, including agent reconciliation and payment tracking.
• Collaborates cross-functionally to resolve service issues and implement process improvements.
• Responds to agent inquiries via phone and email with accurate, empathetic service.
• Analyzes commission transactions to identify trends and develop corrective actions.
• Documents agent interactions and generates reports on debt and commissions.
• Participates in department cross-training and provides guidance to peers.

Connaissances

Excel

SQL

Formation

Associates degree or equivalent experience

Description du poste

Job Responsibilities

• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participate in department cross-training and provide technical guidance to peers as needed.

Skills

• Proficient in Excel.
• SQL experience a plus.

Education/Experience

• Associates degree in related field or equivalent experience is preferred.