The Contract Support Specialist I is responsible for ensuring client satisfaction with the services received from NorthStar Memorial Group, which involves assisting the Field and Home Office. Collaborates 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.

Only applicants located in the Houston area will be considered, as this is an on-site role based near the Galleria with a Monday – Friday schedule from 9:00 a.m. to 6:00 p.m.

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

Qualifications

• High School Diploma or equivalent
• 2+ years of experience in a customer service role
• Strong proficiency in basic algebra

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability or veteran status.