NorthStar Memorial Group

  • Contract Support Specialist I

    Job ID
    2020-3931
    Location Name
    NSMG Home Office, TX
    Position Category
    Client Services
    Department
    Full-Time
    Type
    US-TX-Houston
  • Overview

    NorthStar Memorial Group is seeking a Contract Support Specialist for our Home Office in the Galleria area of Houston. The Contract Support Specialist I is responsible for ensuring client satisfaction with services received from NorthStar Memorial Group, which involves assisting both Field and Home Office clients. This position interfaces with the Customer Service, Collections and Admin Support teams to ensure all issues are resolved and plans are set to continue the quality growth of the group.

    Responsibilities

    • Confer with clients by telephone, in-person or systems to provide information about process and procedure, on-demand training and analysis on account issues that require specialized research for resolution
    • Check to ensure that appropriate changes were made to resolve client issues
    • Retain records of client interactions, recording details of inquiries, complaints, or comments, as well as actions taken in the computer system
    • Resolve client requests and complaints, forwarding as necessary to the Contract Support Supervisor
    • Recommend improvements in processes to prevent future problems
    • Follow-up with clients and internal management to ensure the satisfactory resolution of customer-impacting issues
    • Handle escalated client concerns
    • Demonstrate knowledge on and follow compliance with policies and procedures per company and state guidelines
    • Complete learning and development courses to enhance knowledge and learning retention

    Requirements and Qualifications

     

    • High School Diploma or equivalent
    • Exceptional listening skills 
    • Strong  written and verbal communication skills 
    • Ability to provide one-on-one training and guidance to clients on company process and procedure.
    • Ability to work simultaneously using company systems and reporting tools and multitask effectively
    • Service-oriented 
    • Strong critical thinking skills
    • Willingness to learn and adjust to new processes and procedures as deemed necessary
    • Strong problem solving skills
    • Attention to detail

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