Customer Success Lead

TEKsystems•San Diego, CA

3d•$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 (durable medical equipment) OR PHARMA OR MED DEVICE
Ability to read and follow flow diagrams, scripts, and work with decision trees.
Ability to perform work using a CRM tool which requires navigating in an automated system.
Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support.
Skilled at presenting complex information in a clear, concise manner to all levels within the department.
Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
Able to react to changing situations in a timely, calm, and confident manner.
Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.
Ability to learn quickly in a fast-paced environment.
Ability to type at least 55wpm with a high rate of accuracy.
Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.
Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
Skilled at promoting team cooperation and a commitment to team success.

Nice To Haves

1 year of experience in a Customer Technical Support or Customer Sales Support role preferred.
Experienced with use of electronic documentation systems preferred.
Bilingual Spanish/French encouraged.
Bachelor’s degree in biology or health related field encouraged.
Knowledge of HIPAA desired.
Demonstrated experience successfully assisting, mentoring, and training others.

Responsibilities

Respond promptly to resolve inbound customer inquiries 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 in 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.