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Customer Service Quality Assurance Permit Closer

Company Name:
Electronic Funds Source LLC
Electronic Funds Source, LLC is looking for talented and driven individuals who want to build a career in our growing company. As a Customer Service Quality Assurance Permit Closer you will be responsible for the timely delivery of temporary permits and ensure the customer receives the product without error. This position will assist with permit routing, and work closely with each customer service permit agent in solving permit and customer related issues. This is a fast paced work environment that requires strong attention to detail, punctuality, accuracy skills, superior multi-tasking skills, data entry skills, a sense of urgency, and working effectively individually and with a team.
Operations Management:
Process permit requests from customers; assures accuracy and completeness
Thorough knowledge of our internet web application to assist customers with their orders
Follow-up on outstanding orders, assist with status checks that are performed hourly
Maintain pre-defined service level of customer calls, departmental service levels, individual production and quality requirements
Assist additional team members in areas that are needed
Merchant Services Department welcome packets
Handle or escalate complaint or "problem" issues to Team Lead and Permit Supervisor to ensure proper follow-up (both EFS and the customer)
Communicate in a polite and professional manner the permit issues with team members via instant messaging, e-mail, verbally, and/or via phone
Ability to interface with internal/external customers and manage accounts
Scanning/indexing of EFS documents
A "can do" attitude with emphasis on customer satisfaction
Team player within department and company
Ability to change and adapt to new processes and procedures
Position is full time Monday through Friday, and requires regular and reliable attendance
Other duties as assigned
Team and Individual Performance Goals:
85% created/completed same day
Less than 100 minutes turnaround time
Less than 45 minutes to submit to State
170 permits closed per person, per day
Less than .25% error ratio
Additional goals as assigned
Strong attention to detail and data entry skills with proven accuracy
Excellent verbal communication, writing and customer service skills
Highly organized, proactive problem solving and prioritization
Superior multi-tasking skills
Ability to maintain a positive attitude in a fast paced environment
PC skills required including Word, Excel, Right fax, Outlook, MapPoint, Adobe Acrobat and Internet applications
Proven ability with tasks and/or projects to follow through to completion
Excellent memory retention
Initiative, information seeking, strong desire to learn and achieve
A "can do" attitude with emphasis on customer satisfaction
Team player within department and company
Ability to change and adapt to new processes and procedures
Education and or Experience

High School diploma or equivalent work experience
Minimum of at least one year customer service experience
Minimum of at least one year data entry

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