Client Support Rep

Job DetailsJob Location: W Des Moines Office - West Des Moines, IA 50266JOB SUMMARY  (updated February 2024)
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. 
QualificationsKNOWLEDGE & 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 preferred 


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

A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a related field from an approved and accredited college or university. 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Frequent sitting in stationary position at a desk 
Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs 
Occasional twisting of body 
Occasional reaching by extending hands and arms in any direction 
Occasional lifting, pulling, or pushing 
Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs. 
This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain. 

What’s In It For You?

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
Company 401k and Roth retirement plans with employer match