Customer Care Specialist I

Agiliti•Minneapolis, MN

4d•$14 - $35•Remote

About The Position

Provides outstanding customer service by resolving product or service problems, attracting new potential customers and increased activity from existing customers, and maintaining accurate customer data throughout the order process. The role uses detailed product and company knowledge to handle incoming calls, acquire customer orders, route orders and service requests to the appropriate teams, and document customer interactions in call center databases. It identifies customer needs, researches issues, answers questions, and follows call center scripts and established procedures. The position also identifies cross-selling opportunities and routes service leads to Inside Sales specialists. The schedule is Monday through Wednesday and Friday, with Thursdays off, and every other weekend, from 3 p.m. to midnight CST. The primary job location is a home office in Kansas; additional listed locations include a corporate office in Minnesota and home offices in Arizona, Florida, Georgia, Iowa, Illinois, Kentucky, Missouri, North Carolina, and Texas. The role requires a high school diploma or two years of equivalent experience. Previous high-volume call center experience, healthcare industry knowledge, and the ability to multitask, prioritize, and manage time effectively are preferred. The position may require certain vaccinations or proof of current vaccination status based on customer or company requirements; if required, Agiliti will provide directions and cover the expense at a participating clinic.

Requirements

High school diploma or two years of equivalent experience.
Strong phone and verbal communication skills, including active listening.
Ability to identify the reasons for problems and find effective solutions; exercise self-control and patience; and make decisions under pressure.
Solid knowledge of products and solutions sold in the relevant market, including competitive products, and ability to use independent judgment to recommend products for customer situations.
Documentation skills and attention to detail; reliability and flexibility; ability to balance multiple priorities and customer obligations in a fast-paced environment; and effective time management.
Ability to build customer relationships through frequent phone contact, product knowledge, and advice; use customer-oriented telephone etiquette; gather information; establish rapport; and project a professional tone.
Ability to understand the company's vision and mission and apply methods and plans to accomplish sales strategy; may implement strategy and lead team members toward objectives.
Computer skills, including the entire Microsoft Office Suite, customer relationship management software, and order management systems.
Available to work weekends and holidays as needed.
May be required to obtain certain vaccinations or provide proof of current vaccination status based on customer or company requirements.

Nice To Haves

Previous experience in a high-volume call center.
Ability to multitask, set priorities, and manage time effectively.
Healthcare industry knowledge.
Proven track record of generating new business resulting in increased revenue.

Responsibilities

Handle high volumes of incoming customer calls using product and company knowledge and customer familiarity.
Acquire customer orders and route them to the appropriate service site.
Maintain comprehensible records of customer interactions in call center databases.
Update system information to maintain accurate customer data.
Identify customer needs, clarify information, research issues, and provide accurate answers to questions and concerns.
Follow call center scripts when handling different topics.
Resolve product or service problems by clarifying complaints, determining causes, guiding customers through troubleshooting, explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
Maintain general knowledge of product and service lines and route requests to the appropriate support specialist.
Identify opportunities to cross-sell products and services and present product opportunities to customers.
Route service leads to Inside Sales specialists for follow-up.
Perform other duties necessary for effective department and company operations.