Customer Experience Associate
About The Position
You'll be a part of our growing Communications Team to help create a positive customer experience that supports our business expansion and showcases US Med-Equip as an employer and vendor of choice. You'll work directly with nurses and other clinicians to help dispatch medical equipment to hospitals so they can help their patients heal. A day in the life Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to hospital partners’ equipment requests and inquiries by telephone and other channels Enter data for the quick dispatch and documentation of the partner’s needs using our company portal, GoUSME Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors De-escalate situations involving frustrated customers, listening and offering patient assistance and support Collaborate with other call center professionals to improve customer service and experience Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies Additional duties as assigned by the Call Center Manager
Requirements
- Dependable and punctual record of attendance with intrinsic customer-focused motivation
- Friendly, positive demeanor showing patience, empathy, and clear understanding of professional boundaries with clients and colleagues
- An ability to learn quickly, multi-task, and utilize effective communication skills
- Flexible and adaptable with a positive disposition to changes in a fast-paced environment
- Ability to listen patiently and explain concepts in a clear, simple manner to customers
- Ability to maintain a calm and polite manner in stressful situations
- Understand and exceed Key Performance Indicators set by the Call Center Manager
- Familiarity and ability to use Microsoft Office (Outlook, Word, Excel, Teams)
- Ability to quickly learn and apply new technologies and processes
- Excellent attention to details and fast typing skills
Nice To Haves
- Familiarity with customer-relationship management (CRM) software programs preferred
Responsibilities
- Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to hospital partners’ equipment requests and inquiries by telephone and other channels
- Enter data for the quick dispatch and documentation of the partner’s needs using our company portal, GoUSME
- Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner
- Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment
- Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided
- Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors
- De-escalate situations involving frustrated customers, listening and offering patient assistance and support
- Collaborate with other call center professionals to improve customer service and experience
- Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies
- Additional duties as assigned by the Call Center Manager
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
