SCI Shared Resources LLC Corporate - Customer Service Specialist Sr. in Houston, Texas
Overview & Responsibilities
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.
Core / Critical Competencies
Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity
Acts within and upholds the SCI Code of Conduct and Dignity Promise Standards and demonstrates corporate values
Is trusted by others; keeps commitments to others.
- Comes up with new ways to look at problems and processes in their work.
Works productively with minimal supervision; achieves work objectives in a timely manner.
Works to resolve routine problems promptly and effectively.
Is open to new and different ways to accomplish work.
Responds positively and productively to new initiatives or changes in priorities.
Conveys facts and information clearly in written and spoken communications.
Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions.
Communicates in a timely and effective manner with Supervisor.
Collaborate with Others
Proactively contributes to group objectives; volunteers to help others as needed.
Welcomes ideas and input from others.
Build Productive Relationships (Internal / External)
Relates to others in open and helpful manner; consistently treat others with respect.
Maintains composure in challenging situations
Requirements & Qualifications
- 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.
When considering the work environment associated with this job, the following factors may apply:
Work indoors during all seasons and weather conditions.
Standard business dress is required.
When considering the work postures associated with this job, the following factors may apply:
- Sitting continuously for many hours per day, up to 6 hours per day.
When considering the physical demands associated with this job, the following factors may apply:
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage.
When considering the work hours associated with this job, the following factors may apply:
- Working beyond “standard” hours as the need arises.
Who we are. What we do.
We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.
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. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.
Health benefits (medical, dental, vision, life)
401K Retirement Savings Plan with company match
Vacation and sick time
Funeral discounts, and more
SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at www.sci-corp.com .
As used herein, “SCI” refers to Service Corporation International and its affiliated companies.
Equal Opportunity Employer, M/F/D/V
Associate Requisition ID Req.73265
# of Openings 1
Category (Portal Searching) Finance and Accounting