Business Skills, Call Centers, Communication Skills, Conflict Resolution, Customer Escalations, Customer Experience, Customer Satisfaction, Customer Support/Service, Detail Oriented, Healthcare, Help Desk, Hospital, Interpersonal Skills, Laboratory, Microbiology, Problem Solving Skills, Root Cause Analysis, SAP, Telephone Skills, Telephone Triage, Typing
Position : Customer Service Representative
Location : Sparks, MD
Duration : 12 Months Contract
Start Time : 11:30 AM
End Time : 8:00 PM
Total Hours/week : 40.00( Mon- Fri)
Qualifications:
- Requires an Associate's degree
- Minimum 3-5 years proven experience in a customer service oriented environment
- Ability to work 11:30-8PM shift •Ability to be stationary for a period of time and take scheduled lunch breaks
- Accurate typing skills, with a minimum of 55 WPM •Excellent Interpersonal and communication skills, with a desire to drive the customer experience to the next level
- Great listening skills, ability to pay attention to detail, be focused, positive, and results driven
- Problem solving and business acumen is a really strong desirable
- Understands SAP or Service Max, a plus
- Some understanding of molecular and microbiology sciences or healthcare, a plus
- Ability to resolve escalated or complex issues or handle conflict resolution with little or no supervision, a plus •Strong rapport building skills, a plus
Responsibilities:
- The Customer Experience Representative is responsible for Routing inquiries and problems in a call center/help desk environment for clients and customers.
- Accountabilities This role is responsible for, but not limited to:
- Associate is responsible for triaging incoming calls from hospital and lab technicians utilizing client instruments to direct those clients to the appropriate team
- Utilizing tools and resources to identify the root cause and transfer the customer to the correct department
- Daily management of the customer experience through processing emails and phones calls
- Outbound calling to customer to close escalations when delegated from the Customer Experience Manager
- Facilitate customer resolutions of product issues and escalations, determining and initiating appropriate actions through collaboration within and among other departments to ensure customer satisfaction •Create win-win solutions, enhance the customer experience, look for projects within the organization that will take the company to the next level
- Other duties, as assigned
Comments/Special Instructions
- All candidates must have excellent phone communication skills.
- Candidates must have reliable transportation as the site is not accessible by public transportation. .