Sr. Customer Care Associate BIL

MarketSource•San Antonio, TX

1d•$14 - $14•Onsite

About The Position

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments. Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

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.
Ability to fluently speak English & Spanish.

Nice To Haves

Preferred technical troubleshooting experience.
Preferred customer service experience.

Responsibilities

Responsible for connecting with healthcare professionals in English and Spanish.
Provide education and awareness to client products using strong communication and presentation skills.
Process various incoming and outgoing education-focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations.
Connect with customers and potential customers 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 associate's control that could adversely impact the Company or MarketSource.
Handle customer support inquiries and customer support complaints.
Manage multiple channels of communication, including inbound and outbound phone, email, chat, and paper.
Move between varying types of inquiries within the same shift.
Communicate in English and Spanish.
Perform calls to businesses and/or consumers 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.
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.