Sr. Customer Service Specialist The Senior Customer Service Specialist will provide high quality program administration and customer service by utilizing excellent administrative and customer service skills. The Senior Customer Service Specialist will process program documents including applications, invoices, and appeals within identified service level agreement metrics. Enter data into specified systems with goal of 100% accuracy. Log and escalate detailed description of incomplete forms into case management system. Escalate processing issues to appropriate escalation point and monitor and track to closure. Provide exceptional customer service via phone and email to customer inquiries related to program payments, policies, processes and systems. Update standard work, FAQs, and process/policy information as required. Conduct regular quality assurance tasks and achieve superior accuracy measures. Participate and contribute to relentless root cause analysis and continuous improvement initiatives. Log detailed description of unresolved issues into system and manage to closure. Prepare progress reports and participate in recurring team operations meetings. Escalate system issues to Business Analyst as identified by program team; coordinate and communicate resolution of issue.