Billing Representative Resume Example

• Responds appropriately to and follows up on written correspondence, calls and emails initiated by Associates, customers, senior leadership and business partners involving escalated customer satisfaction issues or process questions.
• Analyzes situations, interprets policy and procedures, and uses good judgment skills within and outside policies and consults with Field management and vendor contacts to determine and execute an effective and satisfactory resolutions process.
• Creates updates and retrieves customer files (Account info) to research and log facts surrounding complaints, actions and approach used to resolve issue, and uses multiple systems and tools to research the resolved issues.
• Diffuses upset callers and attempts to retain members by resolving their account concerns by awarding courtesy points within set guidelines as well as assists with processes to prevent point's fraud.
• Performs other duties as assigned
• Handles, transfers and/or provides information to members on inquiries that are not apart of the program, such as credit cards, gift cars, Home services orders/ delivery status, etc.
• Works with data entry systems and screens navigation's enabling to customer information, striving to handle all customer contact at the point of contact.
• Maintains a high level of business knowledge as it relates to vertical business, as well as working knowledge of relates business.
• Supports continuous customer service improvement opportunities as assist department members with tasks relative to customer service as needed.

Representative:

• I work in tier 2 email, for the Shop Your Way department.

• The main focus of my work in this department is helping members with any problems they may have with their accounts.

• I will assist the member if they do not receive the points for a purchase, or if a coupon they used did not trigger correctly.

• I also help support the tier 1 agents, and answer any questions that they may have to ensure that the members always receive the adequate assistance.

• I will work with our tier 2 inbound team if they have any questions that pertain to my work on the email team.

• The department receives a high volume of email's that are sent in to us from all of our members and it is imperative that we are able to respond to all members in a timely manner.

• On the email team, we have to use deductive reasoning to solve the member's problems on their first contact, when there is limited information given on the issue

Customer Service Representative Skills.

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

Responsibilities

• Interpreted company policies to workers and enforced safety regulations.

• Suggested changes in working conditions and use of equipment to increase efficiency of shop, department, and work crew.

• Analyzed and resolved work problems and assisted workers in solving work problems.

• Successfully managed a 7-person team in running a retail operation.

• Trained new workers.

• Conferred with other supervisors to coordinate activities of individual departments.

• Responsible for opening/closing of the store, bank deposits, paperwork, and unloading of truck.

• Performed activities of the workers supervised, when needed.

Accomplishments

Sales associate to manager.

Skills Used

Customer Service, Product Knowledge, Problem Solving, Market Knowledge, Documentation Skills, Listening, Multi-tasking

• Trained team members in successful strategies to meet operational and sales targets.
• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
• Kept business operations moving smoothly by drafting sales reports, coordinating staff schedules and managing opening and closing procedures.
• Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
• Oversaw team of five employees.