Customer & Operations Specialist II

Customer Service - Operations Specialist 

M-F - Part Time - 9am-2pm 

Job Summary:

Performs as the front line in the Century Linen customer care organization while managing the accounts receivable for the hospitality division. Responsible for handling phone calls, voicemails, emails and assisting the Director of Revenue with customer accounts. Provides administrative support to plant leadership.

Essential Job Duties and Responsibilities:

• Consistently delivers on Century Linen customer experience strategy by accepting ownership for customer cases and delivering an experience in alignment with the established service vision, standards and values for all Century Linen customers.
• Consistently delivers exceptional customer experience while handling calls, emails and messages from all Century Linen customers. This includes clarifying customer issues, researching, locating and providing resolutions by working with plant personnel and/or properly escalating cases.
• Ensuring follow-up on the collection efforts to ensure timely payment of services provided.
• Manage accounts receivable with reviews of customer invoices, assist in collection of past due balances, send payment reminders and resolve open questions.
• Perform account reconciliations and analysis and assist with financial reporting.
• Works toward speedy resolution of all escalated/open cases in the plant you reside in and cases you open.
• Supports CRMs by entering customer visit details into salesforce.com.
• Adheres to customer care policies and quality requirements.
• Maintains customer database by entering and/or updating customer and case information.
• Embraces continuous learning and keeps updated as products, processes and policies evolve.
• Keeps department specific equipment in working order by following established procedures and reporting malfunctions.
• Provide administrative support to the plant, to include, but is not limited to: safety, petty cash, reception, and general administrative support to plant management.
• Perform other tasks as assigned by manager

Supervisory Responsibilities:

N/A

Minimum Qualifications:

• Three years’ previous customer service experience
• Ability to multi-task
• Accuracy in data entry
• Strong technology and verbal communication skills

Preferred Qualifications:

• Associate’s degree
• Previous call center experience
• Previous collection experience