HiringCafe
Posted 3w ago

Client Support Rep

@ Outcomes
View All Jobs
Orlando, Florida, United States
OnsiteFull Time
Responsibilities:Respond promptly, Provide information, Address inquiries
Requirements Summary:Two years minimum experience; healthcare/clinical setting preferred; HS diploma required; Bachelor’s preferred in a related field.
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Job Description

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.