Pay Range: $22.50

Job Purpose: Safely and effectively handle all National Accounts including customer requests, keeping data accurate and files up to date to ensure the flow of information between customer, broker, sub-contractor and Baker.

Duties:

• Respond to inbound / outbound emails and cases assigned via Salesforce
• Answer phone calls as they come in via salesforce and the IP phone system
• Input service transactions
• Submit invoices for payment
• Input customer service requests into CSS and Salesforce
• Forward service requests to appropriate divisions or sub-contractors
• Maintain CSS records with accurate and timely information for accounts
• Maintain National Accounts files with accurate and timely information
• Assist the National Accounts Center with special projects as they arise and are requested
• Submit any information that needs follow-up to National Account Managers and National Accounts Center Manager for review and response
• Address any service-related issues
• Create a daily report of actions completed during that day and approximate time taken for each action
• Ensure all cases and customer care requests are commented with actions, follow ups etc, have been fully resolved and responded to, or notated as to next actions needed for completion
• Escalate any calls that are pending at the end of the day to the appropriate staff or on call staff
• Drive the customer care process and program for all National Accounts.
• Interact with others in a professional and ethical manner
• Follow department and company procedures
• Keep up regular attendance and punctuality; regular attendance and punctuality are essential for the smooth operation of this company
• Other duties as assigned for the purpose of ensuring the efficient and effective operation of the business. These responsibilities may change from time to time are business needs evolve over time.

Qualifications (Knowledge Skills Abilities, professional certifications, education, experience and travel requirements)

Required:

• High school education or equivalent, bachelors recommended.
• At least 2 years in a customer facing customer service position, call center experienced a plus
• Less than 5% travel requirement
• Excellent phone/communication skills
• Ability to perform multiple tasks and work well with others
• Proficiency with Word, Excel, and Outlook (or similar e-mail software application)

Physical Demands/Requirements:

Constantly (over 2/3):

• Operates computer and other office productivity machinery such as calculator, copy machine and printer.
• Remain in a stationary position for 50% or more of the time
• Review documents, organizes data and detects accuracy of information

Frequently (1/3-2/3):

• Moves throughout office accessing files, office machinery, etc.
• Communicates with customers and co-workers and exchanges accurate information in-person, telephonically and via electronic devices/e-mail

Occasionally (under 1/3):

• Moves materials or documents up to 25 lbs

This position is currently accepting applications.