Customer Service Manager 45

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Job description

Actual Job Title - Customer Care Representative

As a primary point of contact for our internal and external customers, we are highly focused on improving the quality of patients' lives by quickly connecting care providers with solutions. We continuously strive to be an essential part of the Client experience by providing an extraordinary customer experience through an energized and inspired team. As a Customer Care Representative working in our solutions center environment, you will provide the customer with a personalized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement.

Minimum requirements for submitting applicants to Client :
*Must have worked as Customer Service agent at a prior employer
*Have been at current/previous employer greater than 6 months (subject to mgr discretion)

Job Duties:
Directs telephone contacts or written inquiries to appropriate personnel. Answers non-technical questions regarding company products. Maintains log of incoming "hotline" contacts. Performs, as a skilled worker, non-repetitive Contact Center tasks, and decides on the method and sequence of work. Information on assignments is not always complete and leaves some scope for own interpretation; makes own choice of approach and chooses from known solutions and based upon own professional knowledge, HOW to best carry out the assignment. The existing procedures give direction on critical points and indicate a processing sequence. Duration of assignments vary from a few days to a week. Operates relatively autonomous within procedures, methods and techniques. Completes work with some degree of supervision.

An ideal candidate for this role will be an expert in delighting our customers and will possess the Heart and Commitment for assisting people with a proven record of delivering world-class customer support.
Successful candidates will possess the following highly desired qualifications:
? Demonstrated integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
? Basic knowledge of the healthcare organization, products and/or services
? Superb organizational skills and attention to detail
? Works well under pressure and able to operate in a multi-tasking environment
? Strong communication/listening skills with a positive "can-do" attitude
? Proficient in computer skills and programs
? Typing speed of 60+ WPM
? Experience in Healthcare environment preferred
Customer Support
? Provides world class customer support via multiple channels to internal and external customers
? Takes a proactive role in personally owning and continuously improving the customer experience
? Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams
? Reconfirms customers' needs by asking probing questions
? Performs self-monitoring of individual calls to ensure you are providing the highest level of world class customer support
? Uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions
? Responsible for verification of, and correct documentation relating to internal/external customers request for service
? Understands the relationship between individual performance and customer expectations
? Demonstrates exceptional soft skills in every customer interaction by conveying a positive attitude
? Proactive observation of internal processes submitting suggestions that will result in an positively enhanced customer experience
? Ability to quickly adapt to change or unfamiliar situations in a dynamic setting