Customer Service Associate - Gonzer Associates, L. J.

Responsible for researching and resolving customer issues that are escalated for resolution and settlement.

Review and Evaluate Customer Escalations- Understand full details of the customer's claims as provided by the customer or relayed through one of the other channels.

Research the details of the customer's issue, recreate a timeline of transactional events, and ensure that expected system processes and business rules were followed.

Prepare a file of supporting documentation as needed to be included with the customer response or to be maintained for future reference if related questions arise.

Prepare a summary or overview of both the basis of the customer issue and findings after the issue is researched.

Prepare a letter or email with a comprehensive response that is prepared for the customer or to the office or individual escalating the customer issue on their behalf.

High school diploma or equivalent--college degree preferred

A minimum of 3 years in a customer service environment handling customer inquiries or performing customer account research 

Attention to detail

Problem solving

Computer skills and proficient in Microsoft Excel and Word

Writing skills