Customer Service Representative

Job Description

Customer Service Representative

Key Responsibilities:

• Learn the ins-and-outs of clinical proficiency testing, including API’s vast selection of program offerings, how to help customers select the right programs for their sites, and more!
• Answer incoming customer inquiries by phone, email, and live chat
• Process account and order changes using our website and in-house software program
• Review, revise, and process yearly renewal orders, beginning in early August
• Assist customers with the API website, including login problems and website navigation
• Collaborate with other on-site departments (Technical Support, Supply Chain, Accounting etc.) to resolve customer issues
• Create quotes for customers to obtain payment or Purchase Orders (PO#s) for new programs
• Work with QA Department to help customers troubleshoot notices from their accrediting agencies

Knowledge, Skills, and Competencies:

• Friendly phone voice
• Excellent critical thinking and problem-solving skills
• Outstanding customer service skills
• Strong computer skills
• Proficient with Word, Outlook, and Excel
• Excellent communication skills – both written and verbal
• Organized and self-motivated
• Associate’s Degree preferred but not required
• High School Diploma required

Benefits of working for us!

• No in-person customers! All customers are served over phone, email, or live chat.
• Full-time (40hrs per week)
• Monday thru Friday (8:30am-5:00pm)
• Weekends off
• Major holidays off
• Paid training
• Potential for remote work after training period is over
• Generous PTO
• Tuition reimbursement
• 401k with employer match
• Medical/Dental/Vision insurance
• Life insurance
• Employer-paid short-and-long term disability
• Flexible spending account or Health Savings Account

Qualifications

Credentials and Experience           

Preferred:Experience or training in dealing with customers or the public across multiple points of contact (e.g. phone, email, and chat)

Helpful:Background/exposure to scientific and/or medical terminology

Experience in an office setting

Experience in handling periods of high volume of customer communication (e.g. phone calls, emails, and chats) 

Desired Knowledge, Skills, Abilities, and Traits

• Excellent communication skills, including impeccable grammar
• Strong organizational skills
• Proficiency in Microsoft Applications (Excel, PowerPoint, Word)
• Ability to be tactful and diplomatic with customers, outside organizations, and coworkers
• Ability to work well with people in a team environment
• Ability to multitask and work independently
• Ability to remain stationary (either sitting or standing) at workstation for long periods of time
• Accuracy and attention to detail

Additional Information

All your information will be kept confidential according to EEO guidelines.