This job was posted by https://www.kansasworks.com : For moreinformation, please see: https://www.kansasworks.com/jobs/12812512 AtKHI, we provide innovative software solutions and world-class support,connecting buyers and sellers in the aviation and marine government andcommercial markets. We specialize in payment and credit management forGovernment to Business (G2B) companies across the globe, setting thestage for the future of omni-channel G2B payments by extending terms,handling invoicing and managing collections. We take care of our clientsby taking care of their customers.

　　Every day, KHI employees are challenged and empowered in a supportive,collaborative, entrepreneurial environment. We believe that EmployeeEngagement is the key to our success.

　　This position requires the ability to support a team in providinginnovative solutions to meeting or exceeding customer expectations. Theindividual must display a strong sense of urgency, and ownership whenhandling customer inquiries. This role will provide direct support tocustomers, as well as the entire Support team for their dailyresponsibilities.

　　Principal Duties and Responsibilities of Customer Support RepresentativeII

　　Meets or exceeds all criteria and expectations of a CSR I.

　　Subject Matter Expert and/or fluent in multiple programs/systems.

　　Provide primary support for escalated inquiries from internal andexternal customers.

　　Provides primary support to data entry and customer supportrepresentatives team members which includes training and daily needs.Role model for CSR I e.g.: side car trainer exhibiting world classquality customer support standards. Mentorteam by sharing skills,knowledge and expertise to improve performance, knowledge and abilities.Trainteam on new and existing processes and procedures.

　　Primary contact to provide solutions for escalated/complex customerneeds/complaints.

　　Required to exceed the expectations for department metrics, programService Level Agreements and department Service Level Standards.

　　Illustrate initiative; proactively contact customers and merchants toaddress, identify and determine the root cause of issues (e.g.:rejections, disputes, authorizations, technical needs, potential accountissues, etc.).

　　Ability to act as a shift point of contact providing direction to theteam while ensuring appropriate coverage is met.

　　Serve as a leader for MSTS policies/procedures.

　　Maintain existing process and procedure documentation to ensuredocuments are always current. Assist in creating documentation for newprocesses and procedures.

　　Demonstrate professionalism: Maintain accountability, promote respect,stay work-focused, be punctual, demonstrate positive attitude, minimizeconflict,encourage others.

　　Help create a culture of excellence by exceeding expectations formetrics and SLAS; providing ongoing learning sessions and collaboratingwith team and Leadership.

　　Request assistance from internal departments to address programchallenges impacting clients, merchants and customers, including afterhours on call issues and incident management.

　　Lead change and influence team members to positively adapt to change.

　　Proactively identify process enhancements that will improve departmentresults and efficiencies.

　　Conduct testing and QA of the system including escalating system defectsensuring resolution.

　　Assist Leadership team in completing Support tasks for new programimplementations.

　　Daily Tasks

　　All expectations consistently demonstrated in an accurate, comprehensiveand timely manner. r

　　Answer external and internal inquires via phone, email, etc. (e.g.: dataentry, reimbursement reconciliation, dispute resolution, transactionprocessing issues, process and procedure questions.

　　Prepare billings to be sent.

　　Complete account and user updates.

　　Send confirmation/approval communications.

　　Complete account onboarding step .

　　Create and distribute applicable new launch announcements and welcomepackets/letters/cards.

　　Request assistance by internal departments to address applicable programissues impacting clients, merchants and customers.

　　Schedule client, customer and merchant training sessions tailored toneeds.

　　Execute processing, billing and card embossing jobs for all applicableprograms.

　　Required Experience, Skills and Abilities

　　Meet the criteria as outlined above and/or have related customer supportexperience or the equivalent combination of education and experience.

　　Minimum two years of customer support experience with heavy inbound callvolume.

　　Work schedule flexibility.

　　Strong ability to resolve challenging customer situations.

　　Excellent listening skills.

　　Coachable with ability to improve performance based on feedback.

　　Proficient with Outlook, Word and Excel.

　　Strong ability to work in a team and independent environment.

　　Must be willing to share information, advice, and suggestions to helpothers to be more successful.

　　Ability to consistently exceed expectations and prioritize tasks in anever-changing environment.

　　Effective problem identification skills solution oriented.

　　Strong critical thinking and analytical skills.

　　Professional written and verbal communication skills.

　　High motivated and organized with exceptional attention to detail.

　　M