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Customer Support Representative
Outcomes
- West Des Moines, Iowa, United States
- West Des Moines, Iowa, United States
Über
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.
*ESSENTIAL DUTIES & RESPONSIBILITIES*
*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.
*Issue Resolution*
* 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.
* Utilize and maintain product knowledge base.
* Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.
*Process Adherence*
* Adhere to standard processes and procedures in handling client interactions.
* Ensure compliance with established protocols for issue resolution
*Team Collaboration*
* 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.
*Continued Development*
* Stay current with industry information, changes, and updates to provide informed support.
*Adaptability*
* 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.
* Certified Pharmacy Technician 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 REQUIREMENTS*
* Minimum years of work experience: 2 years
Pay: $22.00 per hour
Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Application Question(s):
* Are you able to work on site Monday-Friday from 8-5 CST?
Experience:
* Technical support: 2 years (Preferred)
* Computer literacy: 2 years (Preferred)
Ability to Commute:
* West Des Moines, IA 50266 (Required)
Work Location: In person
Sprachkenntnisse
- English
Hinweis für Nutzer
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