Client Service Representative II

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously. Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately. Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols. Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records. As needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation. Follow all policies regarding follow-up and shift change notification. Follow up with relevant parties as needed, based on the issue being addressed. Follow through in a timely manner to resolve all issues and concerns. Provide complete and accurate information, education and guidance to clients about business processes Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures. May provide coaching and/or training to less experienced staff. Provide suggestions for process improvements to maximize quality and efficiencies in the department Comply with company policies and governmental regulations Perform other duties as assigned to meet the business needs or customer requirements.