Fulfillment Support Analyst

Vacancy expired!

Position: Fulfillment Support Analyst

Work Hours: 7:00am-6:00pm

Work Days: Mon-Fri, No Weekends

Paid Training Hours: 8:00am-5:00pm for approx 6 weeks (Mon-Fri)

Status: Full Time As primary contact for customers in production, the Analyst on the WebFormat Fulfillment Support(WFS) team is responsible for responding to and resolving customer issues. This includes engaging with customers via multiple support channels including phone, email, chat and on-line forum. Analysts are also responsible for providing customer training, problem identification and resolution, issue escalation and follow up. The Analyst is ultimately responsible for providing excellent customer service as measured by customers satisfaction, productivity and quality measurement processes. The WebForms Fulfillment Support department provides an ideal training ground for learning our business and preparing for future career opportunities with the company. If you are able to multi-task between multiple systems and have great customer service skills we encourage you to apply for this position!

Five Star offers

benefit package options and a

sign-on bonus. Benefits-at-a-glance - click for more details (Full Time) Sign on Bonus: After 60 days receive $250; After 120 days receive an additional $250 plus 8 hours of PTO This can be a work from home position if you meet the work at home guidelines. Work at home opportunities are granted based on performance and business needs. Work at home opportunities are not guaranteed. If a remote opportunity is offered you will be required to pass a background check.

Position Responsibilities

• Works as part of the Fulfillment Support team, providing technical support and training for customers via phone, email, chat and an on-line forum during assigned work hours
• Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with Clients Web-based services and Electronic Data Interchange (EDI)
• Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems; referring and escalating the most complex problems to appropriate staff and departments when necessary
• Logs and tracks customer interactions using a problem management database
• Responds to and resolves open issues in an appropriate timeframe and maintains historical records and related documentation
• Participates in peer-training and cross-training initiatives
• Introduces customers to new products and services
• Efficiently and professionally handle customer calls of Five Star clients
• Accurately provide information regarding the call
• Successfully find resources by using problem solving skills
• Skillfully change from one task to another without loss of efficiency or composure
• Be able to multi-task handling inbound customer service calls, a web-based billing system and a live chat platform
• Return customer voice mails and assist customers with billing department questions
• Request replacements, returns and credits on behalf of customer using client systems and working with client directly
• Good grammar is a plus as you will be communicating via an online chat platform
• Successfully complete all training sessions
• Actively participate in efforts to support customer satisfaction and maintain quality
• Effectively communicate with patience and understanding in all internal and external customers
• Remain positive and professional in all internal and external customer interactions
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Physically be able to meet the demands of the job within the described work environment
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas
• Maintain the utmost confidentiality and security as it pertains to the Five Star Electronic Communications Privacy Act
• Perform other duties as assigned

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Key Skills & Competencies:

• Customer Focus: makes customers and their needs a primary focus of one's actions; shows interest in and understanding of the needs and expectations of internal and external customers; meets or exceeds customer expectations

• Teamwork: participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments

• Flexibility/Adaptability: openness to different ways of doing things; willingness to modify one's preferred way of doing things

• Communication: helps customer understand and retail the message, and invites response and feedback; keeps others informed as appropriate; demonstrates good written, oral, and listening skills

• Technical Capacity: demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.

• Planning & Organizing: organizes work and sets priorities; determines necessary sequence of activities needed to achieve goals

• Continuous Learning: is committed to developing professionally, focuses on team methodologies, takes advantage of a variety of opportunities

Duties/Responsibilities

• Ability/aptitude to understand and work effectively with technical data and processes
• Strong interpersonal skills and oral/written communication skills
• Strong analytic and problem solving skills
• Excellent customer service experience or technical/help desk experience a plus
• Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
• Proven organizational skills with ability to effectively manage multiple projects
• Type at a minimum 30 words per minute accurately
• Demonstrate initiative and self-motivation
• Performs assignments while under limited time frames
• Available to work off-peak hours which includes some evening and weekend shift work
• Ability to work limited on-call shifts
• Basic math skills
• Positive attitude
• Must be able to speak, read, write and understand English

Education and Experience

• Bachelor's degree or equivalent education and experience
• Prior CRM and billing experience preferred
• Must be at least 16 years of age

Required Skills/Abilities

• Regularly required to sit
• Regularly required to use hands to feel, handle and control objects
• Occasionally required to reach, stoop, kneel, or crouch
• Occasionally required to lift and/or carry loads of up to 30 lbs
• All standard vision abilities are required
• All standard hearing abilities are required

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job. If an offer of employment is extended you will be required to take an onsite drug test.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.

Vacancy expired!