Job Description
- The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.Customer Interaction
- Respond promptly and professionally to inbound calls and other communication channels.
- Provide accurate and relevant information to clients regarding products, programs, and services.
- Address client inquiries and concerns with a customer‑centric approach.
- Identify and troubleshoot client issues, escalating them appropriately when necessary.
- Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
- Offer effective and timely solutions to meet client needs. Product Knowledge
- Maintain a comprehensive understanding of the company's products, programs, and services.
- Stay informed about updates and changes in offerings to assist clients effectively. Process Adherence
- Adhere to standard processes and procedures in handling client interactions.
- Ensure compliance with established protocols for issue resolution.
- Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
- Communicate regularly with team members to share insights and updates. Documentation
- Accurately record and document client interactions and resolutions.
- Keep detailed and organized records for reference and reporting purposes. Client Retention
- Offer alternative solutions when appropriate with the goal of retaining clients' business.
- Analyze client needs and recommend relevant features to enhance their experience.
- Stay current with industry information, changes, and updates to provide informed support.
- Demonstrate flexibility and adaptability in a dynamic and evolving client support environment. Ad‑hoc Support
- Assist with additional support‑related tasks and participate in ad‑hoc projects as needed. Knowledge & Requirements
- Experience in a technical call center environment preferred.
- Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
- Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
- Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure. Education & Experience Requirement
- Minimum years of work experience: 2 years
- Experience working with healthcare professionals in a fast‑paced clinical setting preferred
- Minimum level of education or education/experience: High School Diploma
- A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a related field from an approved and accredited college or university.Physical Requirements
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Frequent sitting in stationary position at a desk
- Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
- Occasional twisting of body
- Occasional reaching by extending hands and arms in any direction
- Occasional lifting, pulling, or pushing
- Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.
- This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain. #J-18808-Ljbffr
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