Customer Care Specialist

ViaCord a division of PerkinElmer at 930 Winter Street, Waltham, MA

Must Haves:
1 - Customer Service driven attitude (compassionate for families who are expecting a baby and have debts)
2 - Strong Communication Skills (verbal and written)
3 - Strong Knowledge of MS Office Suite - Outlook, Word, Excel) - Will need to be organized to use templates, spreadsheets, and email all day)
4 - Able to learn both Siebel and SAP for database use
5 - Problem Solving skills and able to negotiate with a non-aggressive attitude to help families in need of financial plan to pay bills.

As a key member of the growing ViaCord finance team (current 4 person customer care/collections team) you will be responsible for providing top notch customer service and support to our customer base (currently 300k global customers with 1500-2000 new customers per month) for their financial inquiries.

This includes:
- addressing client's overdue payments
- researching payment discrepancies
- reviewing and processing adjustment requests
- providing feedback to clients using written and verbal communication skills
- high volume of inbound and outbound calls - 85 inbound and 15-20 outbound per day - calls lasting 3 minutes on average

Responsibilities:
* Utilize strong verbal communication and customer service skills to respond to customer inquiries and handle various requests regarding changes in account and billing details
* Able to manage difficult customer issues while working in a fast paced environment
* Facilitate Collections of Accounts Receivable via phone or email.
* Respond to customer inquiries regarding accounts, research, and contact customers as necessary in order to update accounts.
* Consistently handle confidential information, multiple tasks and exercise good judgment and problem solving skills.
* Assists in other areas of the Finance department as requested.
*Process collection calls (60-80 daily) on overdue receivables between 30-120 days delinquent. DOING THIS WITH CARE FOR THE CUSTOMER!!!

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.