Client Experience – Project Coordinator
Maxwell Capital Realty
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Answer incoming calls and respond to customer’s emails
- Manage and resolve customer complaints
- Identify and take ownership of issues, escalate to supervisors as necessary
- Provide product and service information to customers
- Research required information using available systems and tools
- Process orders, forms, and applications
- Route calls to appropriate resources when necessary
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Reconcile client accounts based upon research findings including problems related to rate issues, unbilled features, and existing contract terms
- Resolve billing inquiry requests using MetTel systems to identify and correct errors
- Process customer account credits through the documentation and approval process
- Act as a billing resource to the customer support teams to provide coaching, education, and training
- Act as a liaison between account management teams and the customer
- Assist in preparing variance analysis and performance reports
- Other duties as assigned
Requirements
- High proficiency in Microsoft Excel
- Good analytical skills and ability to pay attention to details
- Excellent communication skills both verbal and written in English
- Any previous experience in Telecommunication industry would be a plus but not required
- Commitment to provide World Class client experiences
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft Excelanalytical skillsbilling inquiry resolutionvariance analysisperformance reporting
Soft skills
communication skillsattention to detailcustomer serviceproblem-solvingownership of issues