Customer Services Representative

Job Description

Primary Purpose: Leading extended service Contract Company seeks an individual who prides themselves on their professionalism, communication skills and desire to provide superior levels of service to its customers. Candidate must possess strong technical knowledge of marine products and develop a strong working knowledge of BPPC’s products and services to provide successful one-time resolution of customer inquiries. Candidates need to be professional, personable, a good conversationalist, and possess strong relationship and problem-solving skills and the ability to multitask. Individual will also be required to perform data entry on extended service contract originations, transfers and cancellations and maintain appropriate controls per company policy to ensure data integrity.

Principal Duties and Responsibilities:

• Ability to perform all functions of the CSR I position on consistent basis.

• Ability and willingness to handle Tier 2 customer service calls, assess the situation, make program decisions, and know when to delegate ‘up’ for proper resolution.

• Execute data entry of extended service contract originations, transfers and cancellations and maintain appropriate controls per company policy to ensure data integrity

• Reconcile individual contract cost and revenue to cash received. Record and resolve exceptions.

• Reconcile posting of daily activity to cash receipts or customer billing.

• Format, upload and process monthly OEM files for bulk processing, invoice OEM, control credits and chargeback, follow up on payments due.

• Maintain contract files.

• Run data reports from 5D database in support of payments to The Warranty Group.

• Process weekly check runs for Claims and Dispersal file, upload Positive Pay file to bank, maintain and reconcile checking accounts for monthly reporting.

• Assist in reconciliation and month end close process.

• Be critically aware of the Company’s customer service objectives.

• Set up template accounts, processing, verifying, and recording ACH payments.

• Achieve effective resolution by identifying, communicating all issues on a held list.

• Identify positive pay files by confirming dollar amount, check number and account number match the check issue.

• Prepare claims, overpayments, and commission checks accurately and maintain supporting documentation.

• Assist team members in maintaining dual control.

Job Specifications:

• Associate Degree or relative experience desired.
• Three or more years related and/ or professional experience and/or training.
• Prior warranty or financial service business experience and the knowledge of product and the ability to interpret an extended warranty contract a plus.
• Individual must possess a strong working knowledge of providing superior customer service and has worked in a capacity similar in size and scope of BPPC.
• Word, Excel, Outlook, PowerPoint, Database Management, QuickBooks

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Hybrid work

Ability to Relocate:

• Mettawa, IL 60045: Relocate before starting work (Required)

Work Location: Hybrid remote in Mettawa, IL 60045