Russell Tobin's client is hiring a Customer Claims Representative in Westminster, CO 80021
Employment Type: Contract
Location: Hybrid, Westminster, CO 80021
Pay rate: $20-$23.52/hr
Responsibilities:
- Complicated Dispute Resolution: Investigate and resolve complex customer disputes related to product/service quality, billing discrepancies, shipping issues, and other concerns professionally and empathetically.
- Collaboration: Work closely with internal teams (sales, order admin, product managers, finance, credit & collections, cash applications, and operations) to gather information and develop solutions for customer disputes.
- Problem Solving: Analyze complex situations and implement creative solutions to resolve customer issues while maintaining company interests.
- Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the CRM system.
- Escalation: Elevate unresolved or complex disputes to higher levels of authority, providing comprehensive background information for efficient resolution.
- Continuous Improvement: Provide feedback and insights to management on recurring disputes, process inefficiencies, and opportunities for service and operational improvements.
- Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive customer experience.
- Tax Corrections: Issue credits and debits to correct tax errors.
- Special Projects: Participate in testing scenarios for internal system enhancements.
Requirements:
- 2-4 year degree preferred; additional education or training in claims processing, business administration, accounting/finance, software delivery, or supply chain management is a plus.
- 1-2 years of experience in claims management, accounting, order administration, sales support, or a related field is preferred but not mandatory.
- Experience with a top-tier Enterprise Resource Planning (ERP) system is a plus.
- Familiarity with Salesforce CRM and other relevant software applications is a plus.
- Experience with Google Chrome, Gmail, Google Apps, Microsoft Office Suite, and Data Load is a plus.
- Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related field is preferred.
- Strong ability to handle customer concerns and resolve disputes in an empathetic and patient manner.
- Strong organizational skills with attention to detail and accuracy in data entry and order processing.
- Ability to work under pressure, prioritize tasks, and meet deadlines in a fast-paced environment. Strong problem-solving and critical-thinking abilities to effectively resolve order-related issues.
- Ability to exercise sound judgment, proactively solve problems, and demonstrate strong attention to detail in high-pressure situations.
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance insurance, and employee discounts with some preferred vendors' program, identity theft protection, legal support, auto and home insurance,