About the Role
Under the supervision of the Client Service Manager and the Director of Sales, the Client Support Analyst I is responsible for SmartBill Client Support, the insert process and responds to all payment inquiries related to print mail and payment services.
Requirements
Duties
Manage client insert process including insert requests, pricing/client quotes, and communicate with Production for printing
Address all insert questions within the scope of Client Support Analyst I or escalate to Client Support Analyst II if needed
NCOA Renewals as needed
Respond to incoming client inquiries providing timely, accurate and professional responses
Learn, understand and apply knowledge of services provided to the client and the specific characteristics of work performed for the client
Learn, understand and apply knowledge of multiple payment resources and support applications
Escalate issues that are out-of-scope or cannot be resolved at the department level and provide detailed documentation supporting the issue for the receiving party to quickly grasp the issue/event history, scope, status and impact
Manage multiple client support requests and respond within established time frames
Collaborate with department team members and coordinate support work, monitor issue resolution, validate findings, communicate and document final resolution
Answer and effectively communicate positively to clients regarding services, processes and procedures
Document the “How to” for troubleshooting all sites
Demo and train Clients to use SmartPay Works with or without payment
Support Sales Department as needed and directed by Sales Director
Perform other assigned duties in support of the business
Accountability
Maintain a strict level of confidentiality with the client information by following the SmartBill information security policy
Acknowledges and adheres to SmartBill Information Security Policy
Strong time-management skills
Ability to multi-task
Establish priorities and meet needs and deadlines of business
About the Company
At SmartBill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one-stop-shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations.