The Correspondence Specialist II works closely with the Correspondence Supervisor and provides high-level, project-specific assistance related to correspondence and communications-focused activities.
This is a support role responsible for managing a pipeline of escalated customer complaints and contributing to various improvement projects designed to increase the team’s efficiency. Thorough knowledge of Correspondence I job functions and responsibilities is required.
The Correspondence Specialist II must have excellent communication skills and interpersonal skills to work effectively and collaboratively. The ability to remain organized and flexible while multi-tasking and prioritizing is a requirement. The Correspondence II will work proactively in a fast-paced, results-driven environment that requires high attention-to-detail while exercising sound judgment.
Verify and report daily, weekly, and monthly compliance and performance totals for all related correspondence tasks and activities
Audit and evaluate Correspondence Specialist I account handling and written customer communication against company standards; provide recommended coaching strategies and tips to improve agent performance and customer satisfaction
Prepare daily assignment schedules to ensure coverage of all correspondence tasks
Assist Correspondence Supervisor with organizing, updating, and successful completion of special projects, including creating and updating SOP content; compiling customer profiles; and culling material for correspondence calibration efforts
Monitor and resolve pipeline of escalated customer complaints related to client-created Online Reputation Management initiatives designed to promote and maintain positive brand engagement
Create original email templates for Legal review; proofread edits made to existing email templates for internal approval. Correspondence Specialist, I edits made to existing email templates for internal approval
Assists in Correspondence Specialist I Capacity as needed
One or more (1+) years of customer service experience
Ability to type at least 45 wpm
High school diploma or equivalent
Minimum one (1) year of recent employee mentoring/coaching
Minimum one (1) year of recent correspondence experience preferred
Strong verbal and written communication skills
Must have excellent communication and interpersonal skills (listening, written, and verbal)
Problem Solving/Reasoning Ability:
Flexible and able to listen to details and interpret information, both written and verbal, to bring issues to
resolution and closure
Ability to adapt to changes and prioritize as necessary
Ability to multi-task and juggle many competing deadlines and priorities
Proficient in MS Office Suite (Outlook, Word, Excel)
Competitive benefits package which includes - medical, dental, vision, long-term and short-term disability, life insurance, Flexible Spending Account, Employee Assistance Program
The company pays 80% of medical/dental/vision premiums (Employee Only)
401K with employer match (up to 4%)
Company-paid time off
An Extra Paid Day Off for Company Anniversary
11 paid observed holidays
Frequent fun company events and much more!!