Customer Service Support Specialist (DC)

RESPONSIBILITIES AND DUTIES

Billing (B), Payroll (PY), Processing (PR), and Customer Service (CS) primary duties:

• Creates, completes, updates, and reviews employee and client records (PR, CS)


• Enters information into computer databases for effective record keeping (All)


• Administers new and existing DocuSign accounts (PR, CS)


• Prepares and sends documents via mail using approved communications (PR, CS)


• Ensures the proper naming and saving of documents in the document management system (PR, CS)


• Assists stakeholders in returning documents (PR, CS)


• Serves as an escalation point for DocuSign support issues from the Operations staff and customers (PR, CS)


• Ensures all compliance standards are met for audit purposes (All)


• Performs timesheet reviewing (PY)


• Performs time-tracking (PY)


• Performs proofing & posting (PY)


• Reviews overlap and overtime reports (PY, CS)


• Makes and receives phone calls to support external and internal stakeholders (All)


• Accurately and efficiently completes payroll checklists for assigned agencies. Resolves any discrepancies that may exist in the document. (PY)


• Works with supervisor to identify strategies for reducing errors (All)


• Collaborates with the staff to resolve rejected timesheet issues and reduce out-of-cycle payroll disbursements (RFP’s) (CS, PY)


• Completes administrative tasks such as filing, copying, data entry, etc... (All)


• Prepares and submits invoices to agencies (B)


• Applies payments (B)


• Collects on unpaid claims (B)


• Maintains confidentiality of records relating to clients (All)


• Collaborates with other staff members to optimize delivery of services (All)


• Identifies opportunities to improve GT processes (All)


• Upholds company values and mission (All)


• Other duties as assigned (All)

EDUCATION

• High School Diploma or GED required


• Associate degree preferred

EXPERIENCE AND QUALIFICATIONS

• At least 1 year of related work experience


• Excellent written and oral communication skills


• Extensive experience in working on complex projects with critical thinking and problem solving


• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing


• Demonstrate the ability to balance work pressure with time management skills


• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities


• Experience in working, initiating, and maintaining a highly effective team


• Competent in the use of Microsoft programs and the Internet


• Competent use of Excel

WORK ENVIRONMENT

• Work is performed in a typical office setting or home office (if not local).