Client Support Rep - Technical

JOB SUMMARY

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

Qualifications 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 problem
• Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure

EDUCATION & EXPERIENCE REQUIREMENT

• Minimum years of work experience: 2 years
• Experience working with healthcare professionals in a fast-paced clinical setting preferred
• Minimum level of education or education/experience: High School Diploma
• A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a related field from an approved and accredited college or university

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing
• Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.
• This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Group
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Prog
• ram401k Employer Match & Roth Option Available – immediate eligibility