Customer Operations Representative

Customer Operations Representatives (COR) are the liaison between Synter Resource Group's customers and accounts receivable representatives. Successful COR’s meet or exceed the customer’s needs by assisting them with issues related to payment verification, account status updates, disputes, settlement offers, customer correspondence, and anything else the customer requests.

COR’s are customer-service oriented and are the voice of the customer at Synter. Representatives communicate with the customer, in the manner they prefer, on accounts. COR’s also ensure the customer’s specific needs, requests, and expectations are met.

Representatives are responsible for providing effective and professional communication to the customer while holding the customers accountable for the terms of their service level agreement.

• Work with customer service manager to ensure Synter is meeting or exceeding customer expectations on service levels and performance levels
• Handle and respond promptly to all communications from the customer, Customer Service Manager, Team Lead, Resolver, Support and upper management.Inclusive of conference calls with customers.
• Validate customer inquiries via the Operations team and coordinate/resolve them either with the customers or by using our customer’s systems.This is based on rules of engagement set up with each customer and ops team.This includes but not limited to disputes, cash application, payment verification, settlements, account holds and escalation of accounts.

• Coordinate and handle information provided by our customers with our Ops team and systems including but not limited to; payments, placements, disputes and account updates
• Coordinate reports and distribute to customers on a timely basis included but not limited to; acknowledgements, closures, performance, payment information, notes, escalated accounts, roll accounts.
• Coordinate refresh/placement/closure processes with our Customers, Customer Service team, Ops team and IT.
• Work with Customer Service manager and/or customers to track placements and hold clients accountable for said placements.

Other Responsibilities

• Identify trends that impact customers and report them to Customer Service Manager.

Ex: changes in business and high volume of weight and research disputes.

• Identify process improvements and challenges and present solutions to Customer Services Manager. Ex: set up a dispute report for a customer instead of emailing the customer on each account
• Complete and submit IT requests as needed

• Other duties as needed

Knowledge, Skills, and Abilities:

Excellent verbal and written communication skills
Strong analytical, problem-solving and organizational skills
Intermediate or higher level of proficiency in desktop productivity applications, e.g., Microsoft Office, and applications for quality assurance and improvement
Strong analytic skills and comfort with interpretation of data and reports
Effectively communicate with all management within the company.
Maintain professional demeanor and exhibit emotional control in communications.
Ability to read and interpret professional journals, technical procedures, or governmental regulations.
Ability to write clear and concise business correspondence.
Support and execute Synter’s core values by possessing a desire to succeed, focus on a job at hand, accept accountability for actions, ensure effective collaboration amongst your subordinates, peers, and upper management, and have a high level of integrity.
Physical requirements:

Must be able to sit for long periods of time at a workstation.
Minimum of 50 typed words per minute
Adhere to the following capabilities;
Hear and speak over the telephone is necessary to communicate
Stay alert and frequently work at a rapid pace
Frequent, continuous mental effort and concentration
Use of fingers, hands and wrists for repetitive use of keyboard
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.