Operations Support Associate in Springfield, Massachusetts at The MH Group

Direct Hire

Are you ready to make an impact with your customer service skills and contribute to a dynamic team environment? We are actively seeking a talented individual who embodies positivity, patience, and resilience to join our client's team in delivering outstanding service and support to their valued customers.

Qualifications:

• Education: A high school diploma or equivalent is required. Inbound external customer service training preferred.
• Experience: 1 to 3 years of inbound external customer service experience interfacing/triage with customers; billing and accounts receivable experience is a plus.
• Certifications: None required; customer service certifications preferred.

Key Responsibilities:

• Answer inbound customer telephone calls with professionalism.
• Manage account information and schedule follow-ups efficiently.
• Assist with routine tasks and correspondence, maintaining proficient computer skills.
• Set up new accounts, create work orders, and send timely invoices and statements.
• Provide exceptional customer service in person and over the phone, handling payments accurately.
• Support office operations and performance metrics; ensure supplies are ordered as needed.
• Assist with billing and fuel assistance programs, and tackle other tasks as required.
• Communicate customer concerns directly to management and ensure timely resolutions.
• Proactively call and collect overdue accounts, ensuring customer satisfaction and payment setups.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Essential Skills:

• Computer Proficiency: Must be skilled in Microsoft Office (Word, Excel, Email).
• Customer Service Excellence: Deliver patience and positivity, turning external customer conversations around to ensure continued customer loyalty.
• Active Listening & Empathy: Listen intently, acknowledge inbound customer concerns, and express empathy to understand and address issues effectively.
• Patience: Navigate delays or difficulties with self-awareness to maintain a pleasant interaction and environment.
• Collaboration: Work effectively across the team to achieve shared goals.
• Resilience: Bounce back from setbacks, maintaining poise and positivity.
• Problem-Solving: Resourcefully devise solutions that balance customer needs and team effort.
• Smartphone Utilization: Text group messages as needed and appropriate.
• Time Management: Prioritize daily tasks alongside customer interactions.

Preferred Skills:

• Knowledge or certifications in Word, QuickBooks, and/or Ignite software.
• Fluency in a second language (Spanish or Portuguese) is a plus.

Physical Requirements:

• Regularly talk and listen; frequently stand, walk, sit, and reach.
• Stand up to 2 hours and sit for 8 hours a day; occasionally lift up to 20 pounds.
• Specific vision requirements include seeing at close range.