The successful candidate will join our Runzheimer Administrative Services team and will support the Account Specialist with the set of clients which use our outsourced administrative services in managing their business vehicle reimbursement programs. They will build and maintain relationships with internal and external clients through various interactions.
Essential Duties & Responsibilities
Utilize a case-management approach to planning and prioritizing work.
Know the customer’s culture and business. Represent Business Vehicle products and systems; know how they are used at customer’s sites. Using shared processes and systems, establish partnerships by working effectively with customers.
Assist in the creation of presentations and reporting for customer base.
Utilize information available to Plan Administrators to create professional reports that confirm/summarize plan activity and/or add value.
Assist in the creation and delivery of professionally written participant communications. Collaborate with internal support teams to coordinate and deliver planned participant management communications in support of the varied Business Vehicle products and service offerings.
Receive and process participant information required for reimbursement report adjustments and program maintenance.
Promptly answer telephone calls, emails, and other customer service requests. Assume ownership of all issues received. Maintain customer satisfaction by ensuring all customer service requests are resolved effectively and efficiently. Communicate updates and resolutions to clients and Account Specialists in a timely manner.
Assist in providing detailed and accurate support documentation and reports for all customer base.
Ability to manage the RAS mailbox to prioritize and delegate tasks when necessary.
Promptly refer issues/concerns to other departments as needed.
Prepare accurate reports in accordance with request specifications and within stated timeframes.
Provide and communicate process improvement ideas.
Educate customers on Runzheimer’s products and services. Listen for Voice of Customer leads for upselling opportunities.
Ability to train new RAS Support team members.
Ability to lead by example.
Complete other special projects and tasks, as assigned.
A four year college degree, preferably in a business or business related field (candidates with additional related experience may be considered in lieu of educational requirements).
Minimum of 3-5 years of customer service or administrative experience
Above average knowledge of Excel, Outlook ,and MS Word.
Excellent verbal and written communication skills.
Strong interpersonal and team skills.
A positive high-performance attitude.
Strong goal orientation.
Strong analytical skills.
Project management skills a plus.
Ability to problem-solve with a variety of variables in situations where only limited standardization exists.
Ability to work on multiple projects, prioritize projects based on importance, and meet stated deadlines.
Strong organizational skills, highly detail-oriented, and accurate.
Ability to thrive in a fast-paced environment during periods of high volume.
Able to work assigned shift between 7AM and 6PM Central Time.
Able to work in excess of 8 hours per day if necessary on a periodic basis to complete responsibilities.
Strong knowledge of MS Access is a plus.