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Customer Support Representative

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West Des Moines, IA

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JOB DETAILS
SALARY
SKILLS
Call Centers, Call Volume, Certified Pharmacy Technician (CPhT), Communication Skills, Customer Escalations, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Support/Service, Customer/Client Research, Documentation, Documentation Format, Documentation Standards, Identify Issues, Knowledge Base, Maintain Compliance, Performance Metrics, Problem Solving Skills, Product Programs, Resolve Customer Issues, Systems Administration/Management, Teleconferencing, Time Management
LOCATION
West Des Moines, IA
POSTED
Today
JOB SUMMARY

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.* 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.

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