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Salelytics
Wisconsin, WI | Full Time
$37k-46k (estimate)
4 Months Ago
Morley
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Call Center - Customer Service Representative - Remote
Salelytics Wisconsin, WI
$37k-46k (estimate)
Full Time | Business Services 4 Months Ago
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Salelytics is Hiring a Remote Call Center - Customer Service Representative - Remote

Overview

Responsible for receiving and processing incoming overflow calls outbound follow up phone calls/emails/chat for assigned clients. 

Responsibilities

Customer Care and Technical Job Functions – Connect with customers and potential customers in order to help resolve and find solutions to customer issues of a general and/or technical nature, while ensuring adherence to corporate and department policies and procedures

  • Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential customer
  • Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems
  • Research and resolve issues, within the scope of responsibility
  • Obtain, enter, and verify customer information in designated systems
  • Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible
  • Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives
  • Maintain excellent product knowledge, stay informed with training updates and email updates
  • Follow proper escalation pathways determined by each program and situations
  • Escalate to Manager, any situation as documented in procedure or is outside of the associates control that could adversely impact the Company or Salelytics
  • Ability to handle customer support inquiries and customer support complaints
  • Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
  • Ability to move between varying types of inquiries within the same shift

Customer Retention/Generation/Qualification - As required, perform calls to businesses and/or consumers in order to further qualify prospects, generate leads or retain customers for assigned client and program, ensuring adherence to established policies and procedures

  • Optimize each contact by outlining opportunities and benefits of pursuing relationship with assigned client
  • Document interactions based on client specifications in an accurate and timely manner
  • Maintain established calls per hour and response time metrics, while supporting Company goals and objectives

General Associate Job Responsibilities-

  • Exercise exceptional customer service skills in an effort to optimize each contact with the customer
  • Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
  • Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
  • Maintain required documentation in an accurate and timely manner using established systems
  • Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
  • Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
  • Establish and maintain a professional relationship with internal/external customers, team members and department contacts
  • Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided

Related Duties as Assigned

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
  • Consequently, job incumbents may be asked to perform other duties as required
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
  • Please contact your local Employee Relations representative to request a review of any such accommodations

Qualifications

Minimum Qualifications:

  • Ability to demonstrate internet-based, multi-screen computer navigation with ease
  • Ability to demonstrate handheld, wireless device navigation and troubleshooting capabilities
  • Ability to demonstrate customer engagement soft skills
  • Ability to demonstrate understanding of the FDA regulated, Healthcare environment
  • Minimum 6 months Healthcare experience or 6 months customer service experience, preferably in a call-center environment
  • Preferred technical troubleshooting experience
  • Preferred customer service experience

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$37k-46k (estimate)

POST DATE

11/18/2022

EXPIRATION DATE

01/31/2023

WEBSITE

salelytics.com

HEADQUARTERS

APPLETON, WI

SIZE

1,000 - 3,000

FOUNDED

1988

TYPE

Private

CEO

JOHN SHLONSKY

REVENUE

$50M - $200M

INDUSTRY

Business Services

Show more

Salelytics
Remote | Full Time
$54k-72k (estimate)
1 Month Ago

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