Job Description

Position Title: Customer Service Representative Reports To: Manager, Customer Service Department: Customer Service (Operations) Location: Monterey, California Headquarters Office

Position Overview Under the general direction of the Customer Service Manager, the Customer Service Representative will be responsible for supporting sales staff and customers, replying to inquiries and issue resolution.

Major Responsibilities, but not limited to  Act as primary point of contact customer billing inquiries, providing all needed customer service support.  Answer phone inquiries from customers and sales staff.  Process web inquiries from customers and sales staff.  Facilitates adjustments and credits, tracking dollar amounts that require approvals; accurate data entry into client database.  Provide written billing explanations when needed.  Excel reporting.  Oracle Discover Reports.  Tracking of billing inquiries that come on-line.  Tracking of trends within the company to prevent recurrence of problems.  Answer escalated calls from customer agents for billing or service issues.  Knowledge of Titan/Olympus/Great Plains applications (will train.)  Reporting for customer base in accordance with Language Line proprietary policies.

Qualifications:  Two years customer service experience.  Demonstrated good customer service skills, work performance and attendance.  Detail oriented and good organizational skills.  Must be team oriented.  Some college or technical training.  Microsoft Office Suite.  Effective use of Titan and all other available technology tools.  Creative problem solving.  Ability to work under pressure and maintain rapport with colleagues and clients.  Ability to work flexible hours.