4/6 - Customer Care Associate - $14/hr

MarketSource

1d•$14 - $15

About The Position

Responsible for receiving and processing incoming and outgoing phone calls/emails for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations; as required, perform calls to businesses and consumers in order to assess and qualify new prospects and address customer inquiries, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided

Requirements

Ability to demonstrate internet-based, multi-screen computer navigation with ease
Ability to demonstrate handheld, wireless device navigation and troubleshooting capabilities
Ability to demonstrate customer engagement soft skills
Ability to demonstrate understanding of the FDA regulated, Healthcare environment
Minimum 6 months Healthcare experience or 6 months customer service experience, preferably in a call-center environment

Nice To Haves

Preferred technical troubleshooting experience
Preferred customer service experience

Responsibilities

Customer Care and Technical Job Functions – Connect with customers and potential customers in order to help resolve and find solutions to customer issues of a general and/or technical nature, while ensuring adherence to corporate and department policies and procedures
Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential customer
Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems
Research and resolve issues, within the scope of responsibility
Obtain, enter, and verify customer information in designated systems
Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible
Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives
Maintain excellent product knowledge, stay informed with training updates and email updates
Follow proper escalation pathways determined by each program and situations
Escalate to Manager, any situation as documented in procedure or is outside of the associates control that could adversely impact the Company or MarketSource
Ability to handle customer support inquiries and customer support complaints
Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
Ability to move between varying types of inquiries within the same shift
Customer Retention/Generation/Qualification - As required, perform calls to businesses and/or consumers in order to further qualify prospects, generate leads or retain customers for assigned client and program, ensuring adherence to established policies and procedures
Optimize each contact by outlining opportunities and benefits of pursuing relationship with assigned client
Document interactions based on client specifications in an accurate and timely manner
Maintain established calls per hour and response time metrics, while supporting Company goals and objectives
General Associate Job Responsibilities-
Exercise exceptional customer service skills in an effort to optimize each contact with the customer
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
Maintain required documentation in an accurate and timely manner using established systems
Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
Related Duties as Assigned
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
Please contact your local Employee Relations representative to request a review of any such accommodations