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Customer Service Specialist, Sr. - Contract to Cash

Service Corporation International Houston, TX
  • Posted: over a month ago
  • Full-Time
  • Benefits: Vision, Medical, 401k, Dental

GENERAL ACCOUNTABILITIES

Employee will perform a variety of tasks for the Contract to Cash Accounting team, such as lead high visibility projects, provide support to locations and C2C offshore team, analyze data and prepare reports, communicate with field locations to ensure satisfaction, support team with research, perform process quality reviews, ensure processes are completed timely and meet all applicable SOX requirements, analyze processes, develop and implement process improvements.

SPECIFIC RESPONSIBILITIES

• Provide support to field location personnel, as well as the Contract to Cash offshore team
• Ensure transactions are processed in a timely manner and that the appropriate business controls are in place for all procedures
• Adhere to SOX controls and GAAP guidelines for all processes; consistently review procedures to confirm that appropriate controls are used
• Handle escalated inquiries that the Contract to Cash team cannot resolve directly, including technical challenges (Access, SQL, etc.)
• Liaise with off-shore counterparts to ensure inquiries are answered in a timely manner
• Review Survey Results pertaining to the quality of service provided for inquiries/requests and contact users regarding unsatisfactory scores
• Perform Process Quality Reviews
• Maintain process maps and procedures for the Contract to Cash team
• Prepare and provide reports to management
• Keep supervisor and manager informed on a consistent basis of new issues, as well as the status of projects, tasks and deadlines
• Analyze processes to provide, develop and implement process improvements
• Will be responsible for projects within the C2C Operations team
• Plan, oversee and document all aspects of the specific projects
• Work closely with subject matter experts, other department personnel and management to propose process changes, identify impacts and report project scope, direction and status
• Coordinate testing for disaster recovery, system enhancements or acquisition integrations; review test results for accuracy

CORE / CRITICAL COMPETENCIES

Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity
• Shows consistency among principles, values, ethical standards and personal behavior
• Is trusted by subordinates and peers to keep one’s word and follow through on commitments

Promote Innovation
• Encourages and generates new ways to look at processes and problems
• Identifies cost savings and revenue opportunities
• Generates and champions new ideas and initiatives

Achieve Results
• Balances time, resources and quality requirements to achieve business goals
• Sets high standards of performance for self and others
• Drives the achievement of agreed-upon results

Display Adaptability
• Actively supports change initiatives
• Coaches staff to adapt to multiple demands, shifting priorities, and rapid change

Communicate Effectively
• Conveys information clearly and concisely in written and spoken communication
• Listens effectively and provides frequent feedback
• Creates environment in which team members share information openly and honestly
• Makes effective and motivating presentations

Collaborate with Others
• Utilizes optimal level of collaboration with team members to achieve business goals
• Shares credit with others for their contributions
• Celebrates team successes

Build Productive Relationships (Internal / External)
• Relates well to people with diverse backgrounds and perspectives
• Maintains composure and constructive relationships even under difficult circumstances

Education & Qualifications:

• Excellent customer service, verbal and written communication skills to interact with field locations, management, peers and other corporate department personnel
• Strong analytical and problem solving skills
• Exceptional organizational skills, detailed mindset, a high sense of urgency and ability to multi-task
• Strong work ethic with an ability to work in a high volume , fast-paced, frequently changing environment
• Proficiency in Word, Excel, Access, SQL, etc.
• Strong verbal and written communication skills

WORK CONDITIONS

Work Environment
When considering the work environment associated with this job, the following factors may apply:
• Limited amount of local and/or multiple location traveling possible
• Standard business dress is required

Work Postures
When considering the work postures associated with this job, the following factors may apply:
• Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands
When considering the physical demands associated with this job, the following factors may apply:
• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours
When considering the work hours associated with this job, the following factors may apply:
• Working beyond “standard” hours as the need arises

Service Corporation International

Why Work Here?

Make a difference in the lives of others

Who we are. What we do. We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe. We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life. Benefits Options: Health benefits (medical, dental, vision, life) 401K Retirement Savings Plan with company match Vacation and sick time Tuition reimbursement Funeral discounts, and more SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at www.sci-corp.com. As used herein, “SCI” refers to Service Corporation International and its affiliated companies. Equal Opportunity Employer, M/F/D/V

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