Customer Service Specialist

Job Summary

Works in a proactive and consultative role to educate and enhance the customer user

experience by educating them on Ontellus services and products, incident management, escalations,

fulfillment of customer requests. 

ESSENTIAL RESPONSIBILITIES:

• Adheres to company policy by following guidelines established in the employee handbook, acting in
• the best interest of the company at all times by exhibiting Ontellus core values, and complying with
• the company’s security standards
• Gives appropriate attention to detail to produce quality work and provides accurate information to
• our customers. 
• Demonstrates innovation & continuous improvement by seeking opportunities to improve our
• existing offerings, developing new and innovative solutions that deliver value to our customers.
• Efficiently manages time and priorities
• Follows through with all assignments and tasks all the way through completion with minimal direct
• supervision
• Demonstrates a thorough understanding of their job processes and procedures, actively using
• resources as needed
• Creates and maintains strong relationships with our customers, employees, and stakeholders
• through collaboration and empowerment
• Accepts and responds well to supervision with actions and positive attitude.
• Utilizes clear and effective communication skills.
• Keeps others informed on a need-to-know basis as dictated by operational demands
• Works efficiently, consistently meets or exceeds targeted metrics
• Adapts to changes in the work environment; leads competing demands; changes approach or
• method to best fit the situation
• Leverages technology to increase efficiency, raise productivity, and reduce costs.
• Contacts customers for missing or additional information needed to proceed with order. 
• Coordinates efforts with internal stakeholders to provide customer problem resolution.
• Utilizes ticketing system to report any changes in customer preferences, patterns of error, process
• gaps or breakdowns in workflow.
• Maintains business confidentiality relative to pricing, promotion, customer lists, and methods of
• distribution.
• Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers' needs and enhance their experience.
• Proficient in multiple operating systems.                            

Qualifications

• High school diploma or equivalent required; Bachelor’s Degree preferred 
• Customer service and/or industry related experienced preferred 
• Strong attention to detail and communication skills required 
• Strong computer skills; ability to navigate through the internet, MS Office, and email. 
• Ability to type 40 WPM preferred with high accuracy. 
• Ability to problem-solve with a sense of urgency. 
• Outstanding interpersonal skills  
• Ability to handle challenging client interactions.