Essential Duties & Responsibilities

　　• Respond to client inquiries or complaints regarding company products, contractual agreements, licensing, and billing

　　via incoming telephone calls, written correspondence or email, and by using various system work queues

　　• Process electronic payments via inbound telephone calls

　　• Review and research account inquiries with respect to established policies, billing, procedures, contractual agreements, and current licensing practices

　　• Follow up on leader’s requests and internal requests

　　• Coordinate problem resolution with appropriate departments

　　Skills/Knowledge

　　• Knowledge of Microsoft Office

　　• Strong oral and written communication skills

　　• Strong problem-solving/analytical skills

　　• Excellent customer service skills required

　　• Excellent computer skills required. Experience using Microsoft AX and SalesForce.com helpful.

　　• Must be able to work well under pressure to meet deadlines

　　Work Environment/Physical Demands

　　• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for most of the workday

　　• This role requires that one can sit and regularly type on a keyboard the majority of their workday

　　• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’

　　work, as well as, in-coming and out-going communications via the computer and/ or mobile devices

　　• The role necessitates the ability to listen and speak clearly to customers and other associates

　　• The work environment is an open room with other associates and noise from others will be part of the regular workday