Client Support Rep

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. 

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 REQUIREMENT 

• Minimum years of work experience: 2 years  
• Experience working with healthcare professionals in a fast-paced clinical setting pref