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Sr. Customer Service Specialist

Company: SCI Shared Resources, LLC
Location: New Orleans
Posted on: January 16, 2022

Job Description:

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Assist in the oversight of the day-to-day onsite initiatives for first party collections, customer service, and billing. Also, supports the relationships between first party providers and SCI through efficient and effective campaign management, interacting with multiple levels of staff and emphasizing attention to detail. Communicates business results directly to Supervisor; may communicate with SCI management as well as senior management when warranted.


+ Acts as the liaison between SCI and assigned first party providers on specific tasks and assignments.

+ Functions as a subject matter expert of assigned campaign area(s) as directed by Supervisor.

+ Understands key performance indicators (KPIs), service metrics, calling schedules, account types and inventory, reporting documents, staffing, and any other items as it relates directly to assigned campaign(s).

+ Reviews campaign(s) and account inventory statistics on a daily basis.

+ Reports detailed campaign results outlining performance variances and recommends process improvements to Supervisor on a weekly/monthly basis or as directed. May compile and submit on a "Scorecard".

+ Participates in monthly first party provider calls and internal call monitoring sessions to ensure constructive feedback is provided as needed.

+ Researches, resolves, and addresses escalated items as determined by Supervisor; identifies and transfers items to the correct department(s) for resolution.

+ Assists with interactions between company and first party provider's IT department when appropriate to resolve reporting discrepancies, systems upgrades and modifications, and all other ad-hoc tasks.

+ Assists with First party Provider's staff in determining designated campaign(s) metrics.



+ High school diploma


+ Three (3) years of experience in Collections and/or Customer Service or equivalent experience in a related discipline

**Knowledge, Skills & Abilities:**

+ Knowledge of basic accounting principles.

+ General understanding of corporate business methodology in support of company objectives.

+ Flexible and adaptable to a fast-paced environment.

+ Strong communication and interpersonal skills.

+ Proficient in Microsoft Office, Excel and Access.

+ Demonstrates a "can-do" attitude, fosters a proactive approach, and brings new ideas to the existing models.


Postal Code: 70121

Category (Portal Searching): Finance and Accounting

Job Location: US-LA - Jefferson

**Req ID:** Req.95860

**Position Type:** Full time

**Who we are. What we do.**

We are North America's largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.

We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. For us, there is no greater responsibility than honoring and preserving the story of one's life.

_"SCI" refers to Service Corporation International and its affiliates._

**Equal Opportunity Employer, M/F/D/V**

Keywords: SCI Shared Resources, LLC, New Orleans , Sr. Customer Service Specialist, Hospitality & Tourism , New Orleans, Louisiana

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