Customer Service Representative

About the job
Position Summary:
The Customer Service Representative provides call center assistance to EY partners/employees, clients, and suppliers regarding transactions of a Finance nature.  The Representative is responsible for providing accurate and timely resolution to all email and phone inquiries pertaining to travel expense claims, accounts payable inquiries, accounts receivable inquiries, and general ledger accounting inquiries. This individual’s verbal and written communications must be handled in a diplomatic, confidential, tactful, and professional manner sometimes in challenging circumstances. The Customer Service Representative is a subject matter expert in department operations and Finance policies.

Job Requirements:
•    High school diploma or equivalent required
•    Specific knowledge of Finance and Accounting is preferred
•    Approximately 0-7 years of related experience preferred
•    Customer Service Call Center experience preferred
•    100% fluent in English in both written and verbal forms. (Mandatory).
Essential Functions of the Job:
•    Performs duties and responsibilities with limited supervision in accordance with department policies and procedures
•    Provides call center support to EY personnel and external parties regarding Finance transactions
•    Escalates calls to leadership as appropriate
•    Document’s inquiries and resolution status
•    Identifies process issues and suggests solutions
•    Assists with special projects as requested
•    Meets production volume and quality standards as outlined by department management
Additional responsibilities may include:
•    Act as a mentor, trainer, and knowledge resource to less experienced staff
•    Collaborate and knowledge-share best practices to improve department efficiencies
•    Act as a point of escalation for urgent matters
Analytical/Decision-Making Responsibilities:
•    Understands the Firm’s business, organization structure, and Finance operations
•    Frequently educating our partners/employees on policies and procedures
•    Uses proven judgment and experience in applying concepts and guidelines; follows through on commitments and takes responsibility for results

Knowledge and Skills Requirements:
•    Ability to research, analyze, interpret, and document customer inquiries 
•    Understands the expectations of customers and delivers service that exceeds customer’s needs within department guidelines
•    Highly effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact, and diplomacy
•    Exhibits a positive can-do attitude and approach to responsibilities; meets new challenges and changes with an open mind; demonstrates a commitment to the job
•    Proficient with Firm standard technology including Microsoft office and Microsoft Outlook
•    BS/BA degree in Business Management, Finance, Accounting, or equivalent experience is a plus
Supervision Responsibilities:
•    This position reports to the Customer Service Supervisor
Other Requirements:
Working hours, flexible work arrangements, and time off may be limited during specific times due to business demands. All overtime must be approved in advance.

What We Offer
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too.