MERCER COMPANIES Team Leader II in URBANDALE, Iowa
Provides support to help clients coordinate solutions, manage accounts, obtain advice and administer plans. Ensures customer questions and issues are answered correctly and efficiently by documenting and identifying trends in customer service needs. Resolves and oversees customer issues surrounding consulting, information, and software services, solutions and products. Responds to client inquiries by phone, email or other medium. Investigates and communicates solutions and answers to external client inquiries regarding product and service solutions. Coordinates with other customer service representatives and teams to address customer support needs.Responsibilities:* Independently reviews, researches, and responds (via phone or e-mail) to unique and non-routine inbound calls, emails, and internet inquiries for external clients that requires advanced knowledge of client products and services.* Conducts extensive research by reviewing all available internal Mercer resources and external client knowledge to answers inquiries and resolves problems.* Reviews and assess client customer service needs and assists in the development of client strategy plans.* Reviews client strategy plans with management.* Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.