Client Care Support Representative-US at Access Information Management in Peabody, Massachusetts

Job Description:

Job Summary
The Client Care Support Representative’s main responsibility is to provide superior customer service to new and existing Access clients.

Primary Functions:
• Responsible for client support including service scheduling and service communications.
• Responsible for responding to invoicing inquiries and providing client copies of invoices.
• Provide product support for Filebridge Records.
• Process work orders daily while complying with SOP.
• Answer telephones, forward callers, accept messages per SOP.
• Assist clients with questions regarding order fulfillment, services available and general pricing while providing superior client service.
• Notify Operations of changes that may affect service schedule
• Complete database research on missing client containers, files, or tapes, and maintain client contact per SOP.
• Communicate with Clients as needed for Call Backs.
• Process destruction and permout work orders per SOP.
• Complete client data entry per SOP.
• Complete importing of client data per SOP.
• Process requests for printed bar codes as needed and per SOP.

Secondary Functions:
• Participate in safety and security drills.
• Know and understand defined role in the Company Disaster Recovery Plan.
• Notify direct supervisor of any issues related to your job.
• Follow proper escalation procedures per SOP.

Other Responsibilities:
• Comply with all company policies and procedures.
• Maintain knowledge of our industry and new regulations.
• Other duties as assigned by Supervisor.

Education and Years of Experience:
• High school diploma or equivalent required.
• Six months or more experience in a customer service environment or call center preferred.

Certifications, Licenses, Credentials:
• None

Knowledge, Skills and Abilities:
• Must have strong Windows based computer skills.
• Excellent listening skills.
• Strong negotiation skills.
• Strong oral and written communication skills (must possess grammatically correct English skills).
• Must be flexible and friendly under pressure.
• Must have excellent attention to detail.
• Ability to work collaboratively in a team environment.
• Ability to problem solve.
• Ability to multi-task with a strong attention to detail.
• Ability to deliver outstanding customer service.
• Ability to adapt to a fast-paced environment.
• Ability to demonstrate continuous employment/work history.

Physical Requirements (lifting etc.):
• Periodic lifting of 20 to 60 lbs.
• Periodic scanning of materials.
• Overhead reaching.
• Bending and stretching.
• Routine pushing and pulling.

All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Client Care