Customer Success Lead

TEKsystems•San Diego, CA

1d•$25 - $30•Remote

About The Position

Responds promptly to resolve inbound customer inquiries, with the ability to provide support via phone, chat, and outbound communication. Effectively addresses customer questions and concerns using approved communication standards. Applies sound judgment in selecting appropriate methods and techniques to resolve customer requests. Thrives in a technical environment, delivering solutions to customers who may be experiencing high-stress situations, while maintaining the ability to de-escalate concerns. Leverages training resources and process documentation to ensure accurate and thorough recording of customer interactions within the CRM system. Identifies potential product-related health and safety concerns and follows established internal escalation procedures. Contributes to continuous improvement by recommending enhancements to customer-facing processes and materials. Serves as a strong customer advocate, representing customer needs and perspectives internally. Completes all required training prior to assuming full job responsibilities. Consistently meets or exceeds established Customer Care performance metrics, including quality, accuracy, call monitoring, and adherence. Maintains compliance with departmental attendance standards. Provides second level product support.

Requirements

High School diploma required.
1 year previous experience in a Customer Service required.
MUST HAVE EXPERIENCE IN DME OR PHARMA OR MED DEVICE

Nice To Haves

customer support
DME
Medical Device
Sales Support

Responsibilities

Respond promptly to resolve inbound customer inquiries, with the ability to provide support via phone, chat, and outbound communication.
Effectively address customer questions and concerns using approved communication standards.
Apply sound judgment in selecting appropriate methods and techniques to resolve customer requests.
Deliver solutions to customers who may be experiencing high-stress situations, while maintaining the ability to de-escalate concerns.
Leverage training resources and process documentation to ensure accurate and thorough recording of customer interactions within the CRM system.
Identify potential product-related health and safety concerns and follow established internal escalation procedures.
Contribute to continuous improvement by recommending enhancements to customer-facing processes and materials.
Serve as a strong customer advocate, representing customer needs and perspectives internally.
Complete all required training prior to assuming full job responsibilities.
Consistently meet or exceed established Customer Care performance metrics, including quality, accuracy, call monitoring, and adherence.
Maintain compliance with departmental attendance standards.
Provide second level product support.