Customer Service Specialist

Exciting opportunity to join a 1st class organization!

This is a 6 month contract (potential to convert to perm) in Johns Creek.

This is a hybrid role. Initially, you can telecommute 2 days / week. Once ramped up, you can telecommute 3 days / week.

Hours are from 9am to 5pm, Mon - Fri (37.5 hours / week).

RESPONSIBILITIES :

• Answer & respond to incoming phone calls, voicemails, texts, & emails
• Respond to questions, address concerns, and / or refer to another staff member
• Provide support for customer requests or issues, logging help desk tickets as needed
• Handle an avg. of approx. 25 calls & 20 emails daily.
• You will spend approx. 60% of the time on the phone.
• Reset passwords
• Answer questions re : use of our website for continuing medical education (CME) & certification processes
• Answer questions re : uploading CME documentation
• Verify customers' CME documentation & certifications are in complete & in our system &
• Maintain & update records
• Monitor & process customer name, contact info, & database changes
• Upload or scan documentation into customer records within 24 hours of receipt
• Make follow-up calls & emails to survey respondents with concerns or questions

REQUIRED SKILLS :

• 5 years of customer service / support experience in a call center environment
• Experience handling calls that involve finding info & giving responses that may not always make the customer happy
• Excellent communication skills, including active listening
• Service-oriented, with the ability to resolve customer grievances
• Intermediate MS Office Suite (Word, Excel, PowerPoint, Outlook) & computer skills
• Detail-oriented, with a demonstrated record of accuracy
• Demonstrated ability to multi-task & ability to work effectively / efficiently under pressure
• Experience working with diverse populations
• Strong professional work ethic - professionalism, respectfulness, dependability, accountability
• Experience interpreting & implementing policies / procedures
• Ability to work independently with little supervision and to make informed decisions
• Must be fully vaccinated for Covid (unless you qualify for a legally-required exemption)

PREFERRED SKILLS :

• Medical or Healthcare industry experience
• Associate's or Bachelor's Degree
• Bilingual
• Experience with digital scanning of documents
• IVR software experience

W2 ONLY; NO 3rd Parties / C2C / Visa Sponsorship

Last updated : 2024-05-31