Client Support Representative

Location

United States

Posted

5 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Client Support Representative

Verified Credentials

Role Description The service liaison between the client and Verified Credentials. Delivers exceptional client-centric service by delivering prompt and effective solutions, through clear communication, reducing the need for repeat inquiries, and striving for all support related interactions to be resolved on the first contact. Essential Duties - Develop and maintain positive client relationships by working as part of a team to manage inbound and outbound client calls, emails, and chat in a professional manner and per training guidelines. - Utilize resources to personalize interactions with clients while using a proactive and positive approach. - Respond promptly to incoming calls, voicemails, emails, and chat inquiries. - Effectively track and disposition incoming calls, emails, and chats in the organization's CRM system. - Resolve requests, problems, orders, and technical issues promptly and accurately to retain our clients' service and loyalty. - Keep leadership informed of issues or inquiries that indicate potential client dissatisfaction. - Process drug testing and health screening service orders in a compliant manner that meets or exceeds departmental standards. - Provide additional service recommendations to existing accounts. - Accept coaching and feedback and take necessary steps to improve performance through commitment to learning and growth. - Stay informed of current policies and procedures. - Continue professional development through ongoing training and education, along with cross training to aid other operational departments. - Other duties as assigned. Qualifications - Self-motivated, eager to take initiative, and committed to delivering exceptional client experiences. - Positive team player with excellent interpersonal skills to engage professionally with clients and business units. - Strong written and verbal communication, problem solving, and multi-tasking abilities. - Intermediate proficiency in Microsoft Suite with the ability to interpret reports and provide insight to clients. Requirements - High school diploma or GED equivalent. - 1-2 years' experience in client service and data entry. Physical and Mental Demands - Maintain a professional demeanor, attitude, and appearance. - Prolonged periods of sitting and standing at a desk and while working on a computer. - Ability to lift up to 10 pounds on an occasional basis. - Regular and predictable attendance. - Regular interaction with other team members, including spontaneous and planned video meetings. - Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations. - Ability to simultaneously manage multiple interaction channels including phone calls, emails, and chats while maintaining a high level of quality and productivity. - Ability to work any shift and required overtime based on business needs.

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