Customer Service Representative

Customer Service Representative

Requirements

• High School Diploma or 2 years of equivalent experience required.
• Previous experience in a high-volume call center is preferred.
• Ability to multi-task, set priorities and manage time effectively.
• Health care industry knowledge preferred.

Responsibilities

• Provides comprehensive contact with customers by utilizing an in‐depth product and company knowledge and customer familiarity to answer large amounts of incoming calls, acquire customer orders, and route orders to the appropriate service center.
• Maintains comprehensible records of all customer interactions via company databases.
• Maintains accurate customer data by updating system information.
• Identifies customers’ needs, clarifies information, researches issues, and provides accurate, satisfactory answers to customer queries and concerns.
• Resolves product or service problems by utilizing developed procedures to clarify the customer’s complaint; determines the cause of the problem; guiding customer through troubleshooting and explains the best solution to solve the problem; expedite correction or adjustment; follows up to ensure resolution.
• Acquires general knowledge of all product and service lines offered and follows established processes to route requests to appropriate support specialists.
• Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services and presenting product opportunities to customers and routing service leads to the appropriate sales specialists for follow up.
• Assists with collections and billing efforts, including not limited to obtaining customer purchase order numbers, assisting customers in obtaining invoices for payment, and aiding in research of customer billing disputes.
• Organizes district office tasks, such as making vendor payments, organizing meetings, making travel arrangements, coordinating business meals and ordering office supplies as needed.

Preferred Qualifications

• Strong Communication Skills: Strong phone and verbal communication skills along with active listening.
• Business Savvy: Easily identifies reasons for problems and can find effective solutions. Has self-control, patience, and ability to make decisions under pressure.
• Product Knowledge: Solid knowledge of all products and solutions sold in their market, including competitive products.
• Organization Skills: Practiced documentation skills and detail-oriented. Demonstrates reliability and flexibility. Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Applies time management skills critical to success.
• Relationship Building and Influence: Builds strong relationships with customers, through frequent phone contact and strong product knowledge and advice. Uses customer-oriented telephone etiquette to gather information. Greets callers, establishes rapport, and projects a professional tone.
• Strategic Vision: Understands company’s vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and may lead team members to accomplish objective.
• Computer skills: Entire MS Suite, Customer Relationship Management Software, order management systems.