Under general direction, provides customer service, billing/pricing/collections resolution, contract administration, service issues, information management, customer file maintenance and record generation while growing new and secured business through service level upgrades and expanded product offerings for assigned accounts on a daily basis.
•Provides dedicated customer service and support via telephone, email, web, and mail to Stericycle’s most at-risk SQ customers and/or Sales Reps. This includes, but is not limited to: invoice questions, missed pickups, contract inquires, pricing issues, complaints, account updates, etc. Follows up with customers on a regular basis to ensure that resolution meets their needs. Works as a liaison for Stericycle in relation to escalated issues for at-risk SQ acccounts.
•Responsible for generating Multi Site agreements and partnering with the Account Retention Sales Rep and Contract Admin on pricing updates. Works with appropriate Inter-Departmental contracts to prepare and distribute agreements and invoices and collections for customers. Calls/contacts customers, when necessary, regarding outstanding balances and credits.
•Maintains customer profiles and account records through periodic sales calls to establish and build relationships. Follows up on proposed agreements to ensure the proposed resolution meets the customers needs.
•Understands and maintains pricing for all assigned and new at-risk SQ accounts and implements Long Term Solution Agreements that are consistent with Stericycle’s financial objectives. Ensures that additions, changes, and deletions to all customer information is correctly updated within the billing systems. Coordinates departmental price adjustments by partnering with Account Retention and the Credit and Account Change Team to ensure accurracy by submitting and processing agreements, contacting the customer to update inaccurate agreements and providing updates and tracking, as appropriate.
•Provides regular and adhoc reporting and assistance to various Stericycle Managers and Account Retention sales reps. This could include, but is not be limited to, customer revenue and volume trend analysis, pricing analysis, adhoc search requests and/or reports, general data warehouse statistics information, and/or the preparation of presentations.
•Serves as the SQ Account Retention liaison to customers and Stericycle’s operations. Coordinates, communicates, and resolves problems through collaboration between the Account Retention team and the customer. Works as liaison between customers and Stericycle personnel for collection of receivables, when requested.
•Acts and communicates as a subject matter expert, trainer, coach, and key reference contact. Provides experienced direction, input and guidance to team members and various members of management. Is willing to assist in day-to-day activities, including support and direction as needed for escalated issues; represents the organization in meeting as a subject matter expert
•Performs other related duties as required or requested.
•Education equivalent to Associates Degree, or the equivalent in related work experience demonstrating a sound knowledge of customer service/collections policies and procedures within the SQ business units preferred.
•Two or more years of related work experience in a Customer Service/Collections environment, demonstrating anayltical skills while providing excellent customer service to all customers & sales reps preferred.
•Demonstrates a sound understanding of SQ Account Retention selling practices, billing and invoice structure, adjustments, pricing structures, Central Billing, and the willingness to participate as an active member of a contract negotiation team.
•Demonstrates an elevated level of knowledge of Microsoft Office including but not limited to Excel, Word, Access, Steriworks, SalesForce, STARS, Credit Tool, and PowerPoint; and a general knowledge of general database use.