Research and Resolution Specialist
Company: Elizabeth River Crossings
Posted on: June 19, 2022
"ERC covers the commuting cost of tolls at the Elizabeth River
Tunnels for our employees."
$17.03 hourly rate
Responsible for providing excellent customer service via the phone,
email, face to face, mail, and/or social media in a prompt and
courteous manner. Resolves customer questions and problems
regarding accounts, payments, products, and services. Completes and
maintains related reports, records, and files.
- In an effort to provide a safe work environment, ERC has
required all employees to be fully vaccinated unless a medical or
religious accommodation is requested and approved.ESSENTIAL
FUNCTIONS AND ACCOUNTABILITIES:
1. Assumes responsibility for the effective and professional
completion of Customer Research & Resolution functions.
a. Implements processes and procedures to ensure timely and
accurate system data.
b. Creates timely reconciliations of daily/monthly transactions and
c. Field inquiries through shared team mailbox to ensure resolution
is handled timely.
d. Research and resolve all disputes and refunds inquiries.
e. Process requests and data for customer invoicing.
f. Develop an advanced working knowledge of proprietary system to
ensure accurate and timely navigation of customer information.
2. Assumes responsibility for establishing and maintaining
effective coordination and working relationships with area
personnel and with management.
a. Completes daily Resolution statistical reports.
b. Keeps supervisor informed of area activities and significant
c. Completes required reports and records accurately and
d. Attends and participates in meetings as required.
3. Assumes responsibility for related duties as required or
a. Assists other departments as necessary.
b. Performs related clerical duties as needed.
c. Keeps work area clean, secure, and well maintained.
d. Actively and professionally cross sells Company products and
1. Research and Resolution Specialist functions are
efficiently,effectively, and accurately performed in accordance
with established policies, standards, and security procedures.
2. Good business relations exist with customers. Customer problems
and complaints are promptly and professionally addressed and
3. Accurate and complete information about Company products and
services is provided to customers.
4. Good working relationships and coordination exist with area
personnel and with management. Appropriate assistance is provided
to area staff as needed. Supervisor is informed of activities.
5. Required reports and records are accurate, complete, and
6. The Company's professional reputation is conveyed and
High school graduate or equivalent.
General knowledge of Company policies and procedures.
Basic understanding of Company products and services
A minimum of 2 years related experience in customer service.
Strong organizational skills and attention to detail.
Works successfully in a team environment yet confident working
Excellent customer service skills.
Demonstrate great communication skills.
Must be able to multi-task.
Ability to operate computer, fax machine, telephone, calculator,
Must be punctual and be able to follow daily schedules for breaks
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Using primarily just the fingers to make small movements such as
typing, picking up small objects, or pinching fingers together.
Especially where one must frequently convey detailed or important
instructions or ideas accurately, loudly, or quickly.
Able to hear average or normal conversations and receive ordinary
Movements frequently and regularly required using the wrists,
hands, and/or fingers.
Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect
documents or products, or operate machinery.
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of
force occasionally. (Almost all office jobs.)
No hazardous or significantly unpleasant conditions (such as in a
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Ability to apply common sense understanding to carry out detailed
but involved instructions and to deal with problems involving a few
Ability to perform basic math skills, including adding,
subtracting, multiplying, and dividing two digit numbers; the four
basic arithmetic operations with money; and operations with units
such as inch, foot, yard; ounce, and pound (or their metric
Ability to use passive vocabulary of 5-6,000 words; to read at a
slow rate; define unfamiliar words in dictionaries for meaning,
spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and
using adjectives and adverbs.
Ability to communicate in complex sentences; using normal word
order with present and past tenses; using a good vocabulary.
The above statements are intended to describe the general nature
and level of work performed by people assigned to this
classification. They are not intended to be a complete list of all
responsibilities, duties and skills required of personnel so
classified. Duties and responsibilities may be added or changed as
deemed appropriate by management at any time.
Elizabeth River Crossings OpCo, LLC is an equal opportunity
employer. In accordance with applicable law, we prohibit
discrimination based on race, color, religion, sex (gender), age,
national origin, ancestry, citizenship, physical or mental
disability, military or veteran status, medical condition, genetic
information, sexual orientation or any other category protected by
federal, state or local laws.
Keywords: Elizabeth River Crossings, Portsmouth , Research and Resolution Specialist, Other , Portsmouth, Virginia
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