** Senior Assistant Customer Support - Albany, NY Hybrid**

Date: Mar 2, 2022 Location: Albany, NY, US, 12205

Req ID: 9037 **Summary**

**Job Description**

**Essential Job Functions**

* Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.

* Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.

* Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.

* Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

* Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

* Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

* Interfaces with team members, management, and customers in reference to customer service issues.

* Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

* Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

**Basic Qualifications**

* High school diploma or G.E.D.

* Two or more years of customer service or other telephone experience

* Experience working with organizational functions and personnel

* Experience working with fax machines, computer software, and telephone technology

* Experience working with and skilled in the use of help desk software

**Other Qualifications**

* Business and analytical problem solving skills

* Communication skills

* Ability to work independently

* Ability to follow oral and written directions

**Work Environment**

* Office environment

* May require shift work

**Job Description**

**Qualifications**

**Nearest Major Market:** Albany