About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Summary:
As a Customer Service Representative Tier 2, you are responsible for providing first-line voice support to internal and external customers via phone, fax, and email. Utilizing relevant software and tools to address customer issues and drive resolutions. Supporting strategic projects and corporate initiatives, such as acquisitions and product launches. Performing data entry tasks, verifying accuracy, and maintaining data integrity. Providing general data entry support across various teams as needed.
Responsibilities
- Demonstrates a comprehensive understanding of our service offering and the broader industry of unclaimed property that Fletcher operates in.
- Maintains a positive, empathetic, and professional attitude towards customers at all times.
- Ability to update accounts based off of customer interactions, take diligent notes when applicable.
- Demonstrates interest in the business and eagerness to learn.
- Mastery of the FAQs and ability to speak in a confident “unscripted” manner.
- Handles callbacks for after-hours calls and voicemails.
- Handles email responses for new customer inquiries and existing customers seeking status updates.
- Ability to navigate our CRM effectively and identify key data points during phone calls.
- Ability to seek updates on NYS Unclaimed Funds online portal using claim reference number.
- Demonstrate a mastery of our CRM workflow.
- Other related tasks assigned by managers such as data entry and document generation.
- Other CSR-related tasks assigned by managers of the Clients and/or Helpware.
Required:
- Education: High School Diploma or general education degree (GED)
- Job Experience:
- 3-5 Years of Relevant Work Experience
- 1-3 Years of Experience Customer Service
Preferred:
- Education:
- Associates degree or equivalent
- Applications:
- Basic Microsoft Suite Competency (Outlook, Word, Power Point)
- Previous SAP experience or other Order Management Systems a plus but not necessary
- Salesforce.com knowledge a plus but not necessary