Customer Service Associate I (Hybrid)

Cass Information Systems; Columbus (OH); On-site; USD 2,066,400 - 3,030,720; Full time

Job summary

Cass Information Systems in Columbus, OH, seeks a Customer Service Associate I to facilitate accurate resolution of inquiries and issues related to processing for assigned clients, ensuring timely responses and high customer satisfaction.

Training is onsite Monday-Friday from 8:30am-4:00pm for approximately 90 days, with a focus on developing client relationships and processing accuracy across internal teams.

Qualifications

• College-level coursework in a general or business administration area or equivalent experience.
• Minimum 6 months customer service experience in a general business environment or equivalent experience.
• Strong interpersonal skills to maximize client responsiveness and build relationships.
• Excellent organizational skills to handle multiple tasks simultaneously.
• Working knowledge of office equipment (fax, copy, telephone) and proficient in Microsoft Office.

Responsibilities

• Independently analyzes issues and communicates clearly to routine questions and processing issues.
• Researches payment history and contacts vendors or customers to resolve exceptions and make timely payment decisions.
• Represents the company positively to clients and colleagues, prioritizing client needs.
• Keeps management informed of significant issues that may threaten account relationships.
• Suggests changes to procedures to improve service and internal processes.
• Coordinates file maintenance and client validation updates with internal departments.

Skills

Interpersonal skills

Organizational skills

Microsoft Office

Problem solving

Attention to detail

Education

College-level coursework

Tools

Office equipment

Job description

Overview

The Customer Service Associate I is a business-to-business role which is accountable for facilitating accurate resolution of internal and external inquiries and issues pertaining to processing for assigned clients. Also, responsible for timely response to inquiries and issues, while maintaining a high level of customer satisfaction.

Schedule: Monday - Friday with a flexible start time between 7:30am - 9:00am

Principal Responsibilities and Duties

• Independently analyzes issues and processes, and clearly communicates, both verbally and in writing, to routine questions, processing issues, and requests according to company defined procedures/standards.
• Researches and analyzes payment history and recognizes when to contact vendors or customers to resolve exceptions and make payment decisions in a timely manner for all clients.
• Acts as a positive representative of the company, both internally and externally, making customers and their needs the primary focus of one\'s actions by helping to develop customer relationships.
• Keeps management informed of significant issues that may require additional attention, or may threaten the account relationship, on a timely basis.
• Suggests changes and/or enhancements to existing procedures to improve service to clients and internal processes.
• Works independently and with other internal departments to coordinate file maintenance and client validation file/database updates.
• Seeks guidance from the appropriate resource on significant non-routine issues.
• Documents and reports on errors made by all other Utility departments.
• Works overtime as needed.
• Other duties as assigned.
• Training is onsite Monday-Friday from 8:30am-4:00pm for approximately 90 days.

Skills/Abilities and Minimum Requirements

• Good interpersonal skills that will maximize client responsiveness and facilitate development of a solid working relationship with both utility clients and other staff members.
• Strong organizational skills with the ability to handle multiple tasks simultaneously.
• Working knowledge of office equipment such as fax machine, copy machine, and telephone. Proficient in Microsoft Office.
• Good problem-solving skills and attention to details.
• College-level course work in a general or business administration area or equivalent experience.
• Minimum 6 months customer service experience in a general business environment or equivalent experience.