Customer Support Specialist II

Shift: Monday - Friday 8:30pm - 5:00pm

Essential Duties (include but are not limited to):

• Answer incoming phone calls.

• Place outbound calls, as necessary.

• Respond to voicemail and email inquiries.

• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.

• Manage and resolve customer complaints, identify, and escalate high priority issues to management.

• Work as a team to identify process improvements and document new procedures for growth.

• Provide external support to Alternate Channels of our business.

• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.

• Report to work on time and follows attendance guidelines and schedule adherence practices.

• Work cross-functionally to triage issues for appropriate resolution.

• Support the Clinical Study team for order entry, issue resolution, and process improvement.

• Excellent verbal and written English communication skills.

• Ability to accurately follow written and verbal instructions.

• Excellent problem-solving abilities. 

• Strong organizational skills.

• Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.

• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.

• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.

• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.

• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.

• Regular and reliable attendance.

• Ability to work on a computer and phone simultaneously.

• Ability to use a telephone through a headset.

• Ability to consistently demonstrate an understanding of key concepts and technical skills necessary to perform the role.  Progress and proficiency will be evaluated through:  Active participation, workflow practice, role play activities, asynchronous learning modules, and assessments which measure comprehension and successful application of training curriculum.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).

• 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.

• 3+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience.

• Must be 18 years of age or older.

• Authorization to work in the United States without sponsorship.

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

• Preferred Qualifications

• Associates degree in business administration or related field.

• Knowledge of contact center technology.

• Demonstrated strong attention to detail and focus on quality output.

• Demonstrated knowledge of customer service principles and practices.