Client Service Representative II

About the position

The Client Service Representative II position in Cleveland, OH, is designed for individuals who demonstrate skill and passion to deliver an exceptional and consistent customer experience of moderate complexity. The role involves utilizing multiple customer communication channels, including voice, mail, email, chat, and AI-related inquiries. The working hours for this position are Monday to Friday from 11:30 AM to 8:00 PM.

Responsibilities

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols.
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
• Report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation.
• Follow all policies regarding follow-up and shift change notification.
• Follow up with relevant parties as needed, based on the issue being addressed.
• Provide complete and accurate information, education, and guidance to clients about business processes.
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems, or deviations from established procedures.
• May provide coaching and/or training to less experienced staff.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Comply with company policies and governmental regulations.
• Perform other duties as assigned to meet the business needs or customer requirements.

Requirements

• 2 years' experience in a similar role.
• High School Diploma or Equivalent.

Nice-to-haves

• 2-4 years of relevant professional experience.
• Familiarity with wellness platforms such as Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam Perdiem Password Reset Tool, Summit App, Absorb.
• Experience with toxicology platforms including QTN - CCI, QTN - PCT, International, ESP, QBS, CCF Imaging, Smartworks, ExamOne Portal, ExamOne Database.
• Knowledge of Microsoft products (Outlook, Teams, Word, Excel, etc.) and Salesforce.

Benefits

• Day 1 Medical/Dental/Vision for FT employees who work 30+ hours.
• 15 PTO days first year.
• Paid Holidays.
• Annual Bonus Opportunity.
• 401(k) with matching contributions.
• Variable compensation plan (AIP) bonus.
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Blueprint for Wellness.
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours.
• Opportunities for career advancement.
• Training provided.