What are the responsibilities and job description for the Enterprise Support Representative position at HealthFirst - Saving Lives?
JOB OVERVIEW: This position is responsible for providing support and building relationships with HealthFirst enterprise customers and Strategic Account sales team. This role will assist customers, sales team and management with various aspects of account support and maintenance including but not limited to, ordering, product information, reporting, handling inbound calls, account implementation and customer service-related issues.
KEY RESPONSIBILITIES:
- Provides dedicated support to the sales team and Enterprise customers with concentrated focus on business growth and profitability.
- Answers incoming telephone queue and/or contact customers directly via telephone or email.
- Works closely with enterprise account managers to process customer orders.
- Processes applicable documentation and follow up on customer requests/inquiries through completion, ensuring quality service.
- Documents all customer interactions and other pertinent information in applicable databases to provide an accurate record of account history.
- Works with the sales team to implement new accounts and products, ensures the successful onboarding of new ship-to locations on existing customers or onboarding of new customers. This involves but is not limited to requesting/confirming proper attachment to sales plans, accurate customer pricing, obtaining proper licensure, eligibility for and proper linkage to applicable contracts, etc.
- Participates in special projects and performs other duties as required.
- Monitor and report all trends found in customer escalations.
SPECIFIC KNOWLEDGE & SKILLS:
- At least 3 years previous enterprise account management experience with high-volume customer interaction
- Knowledge of HealthFirst products and services
- Proven ability to professionally handle and resolve stressful situations
GENERAL SKILLS & COMPETENCIES:
- Excellent time management skills and the ability to prioritize work
- Ability to set clear team goals, delegate tasks and set deadlines
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with and resolve complex issues
- Ability to plan and arrange activities
- Excellent interpersonal communication skills
- Excellent written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work effectively under pressure
- Good analysis and problem-solving skills
- Oversee multiple and/or complex projects
- Identify and recommend continuous improvement opportunities
- Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
Typically three or more years of related experience
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
COMPLEXITY:
Consistently work on complex and unique assignments requiring independent action and a high degree of initiative to resolve issues. Make recommendations for new procedures. Analyze more complex technical or non-technical problems and suggest solutions where precedent may not exist.
SUPERVISION:
Work under minimal supervision and may act independently to determine methods and procedures on new assignments.
PERFORMANCE REQUIREMENTS:
Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.
HealthFirst is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
