Job Title: Account Resolution Specialist
The TGI Story
A second-generation family-owned business for over 60 years, TGI Office Automation is a comprehensive office technology provider offering scalable solutions for many of today’s complex business issues. TGI offers unparalleled, innovative technology from a variety of industry-leading partners.
TGI’s Mission Statement: Office automation empowers your business. By improving bottom-line profitability through smart, strategic solutions, we help our customers reduce costs and maintain a competitive position.
http://w3.tgioa.com/
Summary: As the Account Resolution Specialist, you will be responsible for handling and resolving customer issues, ensuring high satisfaction by problem-solving, and acting as a point of contact for inquiries and complaints that require escalation to resolve. You will also communicate persistent problems to the appropriate department to address on an operational level if needed. This helps us deliver a consistent, elevated customer service experience.
Primary Duties and Responsibilities:
- Manage a variety of customer support inquiries through multiple channels, ensuring timely and efficient resolution of issues. Issue resolution can include first payment defaults, customer complaints, billing issues, etc.
- Communicate with customers via phone, email, or other channels, providing accurate information and empathetic support. Follow up with customers to provide updates and request feedback.
- Maintain detailed and accurate records of customer interactions, issues, and resolutions to track progress and identify areas for improvement.
- Identify and escalate complex issues to appropriate personnel in other departments when necessary for further investigation and resolution.
- Develop and maintain a strong understanding of products and services to effectively assist customers.
- Utilize our CRM and enterprise systems to manage customer data and track interactions.
- Ensure that customer issues are resolved and that customers are satisfied with the outcome by engaging in consistent follow-up.
- Collaborate with other departments such as sales, collections, contracts, etc. to address customer needs when appropriate.
- Performs other duties as required.
Qualifications:
- Exceptional communication skills, both written and verbal, with the ability to interact professionally and empathetically with customers and colleagues.
- Strong problem-solving skills, with the ability to understand and analyze complex issues and identify appropriate solutions.
- Ability to work well under pressure, manage competing priorities, and adapt quickly to change in a fast-paced environment.
- Related experience in a customer service focused position, such as a call center or helpdesk is a plus. Strong phone presence.
- Familiarity with CRM and enterprise systems and practices.
- Proficient with MS Office programs.
Job Type: Full-time
Pay: 22$-25$ an hour
Benefits: Dental insurance, Health insurance, Vision insurance, PTO, and 401(k)
Schedule: Monday to Friday
Work Location: In-person: Brooklyn, NY (120 3rd St, Brooklyn, NY 11231)
EEO Statement:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
