Customer Care Associate

MarketSource • San Antonio, TX

7d • $15 - $15

About The Position

MarketSource is a sales acceleration company that delivers managed sales and customer experience solutions for B2B and B2C clients. The Customer Care Associate connects with healthcare professionals and other customers to provide education and awareness about client products. The role processes education-focused incoming and outgoing calls and other communications in accordance with program policies, quality standards, and applicable federal laws and regulations. Associates handle general and technical customer issues, research and resolve matters within their scope, document interactions, and escalate issues when appropriate. Depending on program needs, the role may also qualify prospects, generate leads, or retain customers. The job description notes that other duties may be assigned and that reasonable accommodations may be made for individuals with disabilities.

Requirements

• Demonstrated ability to navigate internet-based, multi-screen computer systems with ease.
• Demonstrated ability to navigate and troubleshoot handheld wireless devices.
• Ability to demonstrate customer-engagement soft skills.
• Ability to demonstrate understanding of the FDA-regulated healthcare environment.
• At least 6 months of healthcare experience or 6 months of customer service experience; call-center experience is preferred in the qualifications section.
• Fluent English and Spanish language skills.

Nice To Haves

• Technical troubleshooting experience.
• Customer service experience.
• Call-center experience.

Responsibilities

• Connect with customers and potential customers to help resolve general or technical issues while following corporate and department policies and procedures.
• Use strong communication skills to optimize customer contacts and explain opportunities and benefits of engaging with assigned clients.
• Process incoming and outgoing calls to collect information, investigate issues, and diagnose or troubleshoot problems.
• Research and resolve issues within the scope of responsibility, and follow program escalation pathways when needed.
• Obtain, enter, and verify customer information in designated systems.
• Document customer notes and interactions clearly, accurately, and promptly, following client specifications and recording conversations in real time when possible.
• Meet established quality, calls-per-hour or interactions-per-hour, and response-time metrics while supporting program and company goals.
• Maintain product knowledge and stay current with training and email updates.
• Escalate situations outside the associate’s control, or those identified by procedure, that could adversely affect the company or services provided.
• Handle customer support inquiries and complaints across inbound and outbound phone, email, chat, and paper channels.
• Move between different types of inquiries within the same shift.
• As required, contact businesses or consumers to qualify prospects, generate leads, or retain customers in accordance with program policies and procedures.
• Follow established policies, procedures, quality standards, and applicable federal laws and regulations when processing calls.
• Assist with routine program quality issues by identifying issues and researching them in a timely manner.
• Maintain required documentation and protect the confidentiality of customer-provided information and data accessed in assigned systems.
• Maintain professional relationships with internal and external customers, team members, and department contacts.

Benefits

• Medical, dental, and vision coverage may be available, subject to eligibility and plan terms.
• 401(k)/Roth may be available, subject to eligibility and plan terms.
• Basic and supplemental life and AD&D insurance may be available.
• Short- and long-term disability coverage may be available.
• Health and dependent care spending accounts (HSA and DCFSA) may be available.
• Transportation benefits may be available.
• Employee Assistance Program may be available.
• Time off/leave, including PTO, vacation, or sick leave, may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed