This will be a hybrid role - 3 days onsite and 2 remote.
Pay rate for this role should be $24.00 per hour
Shift - This is a hybrid 2nd shift role and this person will have a shift verified with offer. The shift hours will be an 8 hour shift between noon and midnight.
Notes from the manager - I need a strong candidate with contact center experience. Someone with very good Office365 skills is required. Salesforce CRM is highly desired.
Serve as a primary point of contact for our internal and external customers that places high focus on improving the quality of our patients lives by quickly connecting care providers with solutions. As a Customer Solutions Specialist (CSS3), you work in our solutions center to provide customers with a customized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement.
Desired CharacteristicsAn ideal candidate will be able to demonstrate a passion for assisting customers with a proven record of providing excellent customer support.
Skilled at problem solving, decision making, negotiations and ability to navigate complex situations that may involve life-threatening situations for customers in a professional manner.
Adaptable/flexible enjoys doing work that requires frequent shifts n direction.
Works well under pressure and able to operate in a multi-tasking environment.
Proficient in Microsoft Suite and CRM programs.
Must willing to work a flexible schedule, including evenings, nights, weekends and holidays.
People oriented enjoys working closely with other departments to create amazing Customer Experiences.
Knowledge and experience in a Healthcare environment with a keen sense of urgency.
3 years of customer service/dispatcher experience desired.
3 years of call center experience desired.
Customer Support
Provides excellent customer support via multiple channels to internal and external customers.
Serves as the initial contact to technical and Clinical support, Parts ID, Field Engineers and Bench Repair teams.
Reconfirms customers needs by asking probing questions.
Responsible for monitoring and managing functional accounts/queues to ensure Service Level Agreements adherence in the following queues:
Customer Call back, Onsite Labor, Dispatch Board, Entitlement verification, PO Hold, Cancel Cases, Web Case/Contact to Closure, C-Connect, C3 (Chillers Cryogen), Sales/Installs
Uses 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 a positively enhanced customer experience.
Able to adapt to change or unfamiliar situations in a dynamic setting.