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Outcomes® · 3 weeks ago

Client Support Rep - Technical

Orlando, FL

Full-time

Onsite

Entry Level

2+ years exp

Outcomes® is a company that specializes in providing support and solutions to clients. The Client Support Representative role involves delivering high-level service by responding to client inquiries, troubleshooting issues, and collaborating with internal teams to enhance the client experience.

Health CareMedicalTherapeutics

Hiring Manager

Regina Law

Responsibilities

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

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

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

Adhere to standard processes and procedures in handling client interactions

Ensure compliance with established protocols for issue resolution

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

Accurately record and document client interactions and resolutions

Keep detailed and organized records for reference and reporting purposes

Offer alternative solutions when appropriate with the goal of retaining clients' business

Analyze client needs and recommend relevant features to enhance their experience

Stay current with industry information, changes, and updates to provide informed support

Demonstrate flexibility and adaptability in a dynamic and evolving client support environment

Assist with additional support-related tasks and participate in Ad-Hoc projects as needed

Qualification

Technical call center experienceCertified Pharmacy TechnicianClient communicationProblem solvingTeam collaborationDocumentation skillsAdaptability

Required

Experience in a technical call center environment 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 problem

Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure

Minimum years of work experience: 2 years

Minimum level of education or education/experience: High School Diploma

A minimum of a High School Diploma or G.E.D