Tech/Functional Skills
- Ability to identify and navigate internal systems
- Ability to accurately use Amazon Connect to track time daily with predefined status's
- Ability to self-start, daily tasks by using SOPs in WIKI, ensuring SLA's are met for each job task
- Competently use CCP to receive and make phone calls and Chats
- Ability to use internal systems for SOPs to ensure quality assurance metrics are met
• Answer customer inquiries by chat, email, and phone
• Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes
• Technical mentoring: teaches and provides technical support to front-line agents
• Clear and concise case documentation in shared QuickBase return records
• Handles multiple tasks, switches priorities, and focuses as needed
• Maintaining a work queue and meeting service level metrics.
• Collect account balances
• Make outbound calls to customers to provide options to resolve balances due
• Run Credit Report
• Make a decision(s) to delay the collections of a balance due.
• Perform other Payroll Collection activities such as closing customer accounts and collaborating with various departments to make the best decision possible.
• Positive attitude and team player who demonstrates Intuit values.