Customer Service Representative (FT)
Full Time
Plano, TX
Posted
Job description
Customer Service Rep I (TX)
Basic Purpose:
- Work in a fast-paced environment responding to inbound and outbound activities using multiple modes of communication. Act as an advocate to the client handling and troubleshooting inquiries following appropriate processes. Follow-up with clients on issues that cannot be resolved immediately.
- Provide best-in-class first-line contact to participants and clients of ExamOne.
Duties and Responsibilities:
- Customer service focus on a professional attitude and excellent listening skills.
- Excellent verbal and written communication skills.
- Utilize appropriate soft skills and customer service skills to handle a broad range of issues and escalations.
- Provide prompt, courteous assistance to approximately 60 inquiries per day from various modes of communication.
- Following acceptable department, the process delivers an appropriate response to inbound and outbound tasks.
- Able to handle multiple tasks and work in a fast-paced environment displaying a professional attitude at all times.
- Attentive to detail with the ability to read and follow standard operating procedures and departmental processes.
- Ability to follow directions and take instruction from others.
- Report client concerns using established protocols.
- Escalate issues as appropriate using established protocols.
- Identify and escalate priority issues through proper channels.
- Utilize interpersonal skills to interact effectively with other team members and clients.
- Actively participate in team meetings and training.
- Document details of tasks completed and maintain complete and accurate records
- Understand the importance of Quality Service and how it is measured
- Consistently meet or exceed performance standards, attendance, and schedule adherence
- Performs other duties as required to meet business requirements
Qualifications:
- Education Preferred: High School diploma or equivalent required
- Medical or Laboratory knowledge is preferred
- Salesforce.com Client Relationship Management software training desired
Work Experience: Previous customer service experience in a call center setting preferred
Physical and Mental:
- Sit for an extended period of time
- Ability to type 40 WPM
- Utilization of multiple computer monitors
- Ability to multi-task between a variety of activities and systems
- Lift up to 20 pounds
- Reliable attendance and adherence to assigned schedule
- Have reliable transportation
- Work under pressure
- Knowledgeable of Internet and PC based software programs such as– Excel, Word, Outlook and Teams
- Other: Available to work additional hours as required
- Demonstrate ExamOne Values, Behaviors and Integrity of a Customer Service Professional
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