Customer Enrollment Specialist

Job DetailsJob Location: Main Location - Grand Rapids, MI 49512Position Type: Full TimeEducation Level: High SchoolSalary Range: $18.41 - $22.30 HourlyTravel Percentage: NoneJob Shift: DayJob Category: Admin - ClericalPosition Summary: The Customer Enrollment Specialist supports the account management team and provides customer service to our Prepaid Distribution Partners (clients).  The Customer Enrollment Specialist manages day-to-day responsibilities as well as completion of special projects assigned to this team. Essential Responsibilities: Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary).  Escalates to finance and/or other departments according to Standard Operating Procedures. Provides service to the client to ensure that the POS systems operate correctly; including running compliance reports to identify non-secure systems within the retail locations. This involves tying their account to a static IP or verifying their vendor number is connected to Elevate. Collects various contracts, business paperwork, banking information, etc. from clients. Ensures authenticity and verifies business formation for correct W-9 documentation and reseller permits for state tax compliancy according to each state.  Contracts must be accurate and meet audit criteria according to Standard Operating Procedures. Reporting must be monitored by Salesforce to look for upcoming expired documents. Must be able to respect the handling of sensitive information and obtain required supporting documents as needed. Delivers administrative support during the onboarding process for all levels of the sales team while tracking and assisting those of a specific region, including contacting clients directly and assisting with any questions regarding document requirements.  Organizes and prioritizes multiple department shared email inboxes, salesforce chatter communications and team messages.  Monitors and flags all communications so that all requests are handled in a timely manner. Utilizing Salesforce platform, accurately enters information received by the sales team to initiate client request for approvals for new client locations.  Offers expertise to clients about their Vendor Platforms which includes either epay account, the ordering website-Dashboard and their Elevate POS system. Generates reports utilizing internal databases, Excel for special projects, other departments, and clients. Maintains knowledge of Prepaid promotions, commission payment process and any system updates. Escalates questions to account managers as needed. Processes all account updates related to contact information and including bank changes. Must be able to adapt to process and procedure changes along with the industry changes that occur. Participates in end of the day procedures for closing and locking up the building. Non-Essential Responsibilities: Support other departments with projects, as necessary. Other duties as assigned. Supervision Received: Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor. Supervisory Responsibilities: No supervision: No supervisory responsibilities QualificationsEducation & Experience: High school diploma or GED equivalent required.  2 years College or work equivalent preferred but not required.   One (1) to two (2) years of experience in Customer Service, preferred. Other Knowledge, Skills & Abilities: Proficient in MS Office suite of products, and SharePoint. Ability to communicate effectively both verbally and in writing in a clear, concise, understandable manner. Ability to interact positively with a wide array of individuals from diverse cultural and socio-economic backgrounds. Ability to adjust priorities and manage time wisely in a fast-paced environment. Ability to pay close attention to detail. Ability to use problem solving skills and root cause analysis. Anticipates consequences of decisions and involves people appropriately in decisions that may impact them. Ability to understand complex documents with legal or tax language associated with business contracts.  Ability to maintain confidentiality in business dealings. Ability to work independently and in a teamwork environment. Core Competencies: Detail Oriented: Meticulous attention to all aspects of a situation or task and ensures accuracy in documentation and data. Customer Orientation: A desire to serve clients by focusing efforts on listening and responding effectively to customer questions, resolving customer problems to their satisfaction, and evaluating customer satisfaction. Team Player: Ability to be an active participate of a team and move the team toward the completion of goals. Written Communication: Ability to write letters, reports, articles , and e-mails using clear and concise vocabulary, style, grammar, and punctuation. Problem Solving: Ability to recognize courses of action which can be taken to handle problems or potential problems, and applying contingency plans to solve those problems.