Job Description
JOB SUMMARY
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES
Customer Interaction
Respond promptly and professionally to inbound calls and other communication channels.
Provide accurate and relevant information to clients regarding products, programs, and services.
Address client inquiries and concerns with a customer-centric approach.
Issue Resolution
Identify and troubleshoot client issues, escalating them appropriately when necessary.
Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
Offer effective and timely solutions to meet client needs.
Product Knowledge
Maintain a comprehensive understanding of the company's products, programs, and services.
Stay informed about updates and changes in offerings to assist clients effectively.
Utilize and maintain product knowledge base.
Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.
Process Adherence
Adhere to standard processes and procedures in handling client interactions.
Ensure compliance with established protocols for issue resolution
Team Collaboration
Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
Communicate regularly with team members to share insights and updates.
Documentation
Accurately record and document client interactions and resolutions.
Keep detailed and organized records for reference and reporting purposes.
Client Retention
Offer alternative solutions when appropriate with the goal of retaining clients' business.
Analyze client needs and recommend relevant features to enhance their experience.
Continued Development
Stay current with industry information, changes, and updates to provide informed support.
Adaptability
Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.
Ad-hoc Support
Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.
KNOWLEDGE & REQUIREMENTS
Experience in a technical call center environment preferred.
Certified Pharmacy Technician preferred.
Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively. xibtplm
Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure
EDUCATION & EXPERIENCE REQUIREMENTS
Minimum years of work experience: 2 years
Pay: $22.00 per hour
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Application Question(s):
Are you able to work on site Monday-Friday from 8-5 CST?
Experience:
Technical support: 2 years (Preferred)
Computer literacy: 2 years (Preferred)
Ability to Commute:
West Des Moines, IA 50266 (Required)
Work Location: In person