IBM Accounts Receivable Customer Service Specialist in RESEARCH TRIANGLE PARK, North Carolina

Job Description

ROLE: This person contributes to our client’s success by answering incoming calls and responding to requests received via mail, voicemail, email, and fax from internal and external customers relating to Accounts Receivable related inquiries.

Key Responsibilities and Accountabilities : 65%

  • Process inbound calls to determine appropriate action required to satisfy the needs of the employee, including external customers and internal business partners

  • Utilize workflow and ERP tools to document customer requests and issue resolution to ensure proper handling and follow up of all inbound calls

  • Achieve individual and team objectives to include:

Average Call Handle Time

First Call Resolution

Call Quality

Percent Available

After Call Work

Attendance

  • Process inbound calls to determine appropriate action required to satisfy the needs of the customer, including external customers and internal business partners

  • Refer unresolved issues to the appropriate area, (Dispute Resolution, Account Owners, etc.) via ArcTree Work Flow

  • Provide world class customer service

  • Maintain complete and accurate documentation within Oracle and the Workflow Tool (ArcTree)

  • Demonstrate excellent written and verbal communication skills

Teamwork: 20%

  • Contributes toward team objectives and goals to include:

  • Service Level

  • Acceptable Abandoned Call Rate

  • First Call Resolution

  • Team player with ability to work autonomously

  • Willingly participates in team activities

Individual Career Development Action Plan: 15%

  • Drive self development and continuous learning through coaching, training and feedback

  • Demonstrate concern for expanding own skill set and knowledge of business

Required Technical and Professional Expertise

  • High School diploma, Bachelor’s degree preferred

  • Highly effective interpersonal & communication skills

  • Highly developed listening, analytical, and problem- solving skills

  • Ability to remain poised and resolution-oriented during stressful interpersonal interactions

  • Knowledge of Electronic Presentment and Payment Applications

  • Analytical, Assertive, and Results Driven

  • Prior Customer Service, Call Center, and/or Accounts Receivable experience

  • Excellent PC and Microsoft Office Applications (i.e., Word, Excel, PowerPoint) skills

  • Strong team and organizational skills

  • Ability to work a schedule within all hours of operation (7AM – 7PM), likely schedule would be late 1 st shift (10:30AM-7:00PM)

  • Bilingual capabilities a plus

Preferred Tech and Prof Experience

None.

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.