JOB RESPONSIBILITIES

Performs customer service support by responding professionally to customer and location inquiries with regard to pre need trust contracts or pre need funeral trust cancellation

Responds to inbound phone calls, employee self-service tickets, and emails to ensure that effective action is taken

Assists associates in using internal tools

Initiates outgoing calls when call-back is required

Notates customer accounts to document transactions and conversations

Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering location inquiries with regard to pre need trust contracts and resolving customer issues

Provides cancellation quotes based on state-specific requirements and contract terms

Handles cancellation requests from beginning to end. Provides information on documentation required, evaluates documentation once it’s received and processes the claims, including the check requests. Maintains accurate log of claim at every step of the process

Works with AP on the setting up of vendors and follows up on claims

Processes contract adjustments in a timely manner

Uses call tracking/monitoring system to document all customer inquiries, issues and transactions

Makes escalated judgement decisions and provides resolution as dictated by Company policy

Works as a team member focusing on customer service

MINIMUM REQUIREMENTS

Education

High school diploma or equivalent

Experience

Two (2) years of business office experience specializing in using/supporting business systems

Customer service experience preferred

Knowledge, Skills and Abilities

Bilingual a plus

Well organized and ability to prioritize high traffic emails and workload

Detailed oriented

Ability to express ideas clearly and effectively in oral communications

Proficient with PC software such as Excel, other MicrosoftOffice applications

Ability to work well under pressure

WORK CONDITIONS

When considering the work hours associated with this job, the following factors may apply:

Work Environment

Limited amount of local and/or multiple location traveling required

Standard business dress is required

Work Postures

Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

Physical effort requiring manual dexterity is required, ncludes paperwork, calculators, computers and phone usage

Work shift schedule between the hours of 7:30 a.m. and 6:00p.m.

#SCI

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