Client Support Rep

About the position

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.

Responsibilities

• 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.
• 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.
• 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.
• Adhere to standard processes and procedures in handling client interactions.
• Ensure compliance with established protocols for issue resolution.
• Collaborate 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.
• Accurately record and document client interactions and resolutions.
• Keep detailed and organized records for reference and reporting purposes.
• Offer alternative solutions when appropriate with the goal of retaining clients' business.
• Analyze client needs and recommend relevant features to enhance their experience.
• Stay current with industry information, changes, and updates to provide informed support.
• Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.
• Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.

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.
• Ability to evaluate and analyze problems or tasks from multiple perspectives.
• Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure.
• Minimum years of work experience: 2 years.
• Experience working with healthcare professionals in a fast-paced clinical setting preferred.
• Minimum level of education: High School Diploma or G.E.D.; Preferred: A Bachelor's degree in a related field from an approved and accredited college or university.