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Customer Service Rep II
Ref No.: 18-01415
Location: Alpharetta, Georgia
Title                           :    Customer Service Rep II -
Work Location       :     Alpharetta, GA
Work Hours            :   Candidates must be available to be scheduled to work shifts between 
12:00 AM- 11:59 PM 7 days a week including weekends and holidays. 
Duration                  :   9 months with possible extension
 
 
   
Description:

Job Description Summary 
Customer Care Representative III 
Hours of Operations 24x7 

As the first point of contact for our customers, we are highly focused on improving the quality of patients’ lives by quickly connecting care providers with solutions. We continuously strive to be an essential part of the Client’s experience by providing an extraordinary customer experience through an energized and inspired team. As a Customer Care Representative working in our solutions center environment, you will provide both internal and external customers with a personalized experience by thoroughly and efficiently gathering information, documenting details , and educating the customer where applicable regarding their support entitlement. 



• Job Description 
An ideal candidate for this role will be an expert in delighting our customers and will possess the heart and commitment for assisting people with a proven record of delivering world-class customer support. 
Successful candidates will possess the following highly desired qualifications: 
 Demonstrated integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
Ø 
 Basic knowledge of the healthcare organization, products and/or services
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 Superb organizational skills and attention to detail
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 Works well under pressure and able to operate in a multi-tasking environment
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 Strong communication/listening skills with a positive "can-do" attitude
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 Proficient in computer skills and programs
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 Typing speed of 60+ WPM
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 Experience in Healthcare environment preferred
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Customer Support 
 Provides world class customer support via multiple channels to internal and external customers
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 Takes a proactive role in personally owning and continuously improving the customer experience
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 Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams
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 Reconfirms customers’ needs by asking probing questions
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 Performs self-monitoring of individual calls to ensure you are providing the highest level of world class customer support
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 Uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions
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 Responsible for verification of, and correct documentation relating to internal/external customers request for service
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 Understands the relationship between individual performance and customer expectations
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 Demonstrates exceptional soft skills in every customer interaction by conveying a positive attitude
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 Proactive observation of internal processes submitting suggestions that will result in an positively enhanced customer experience
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 Ability to quickly adapt to change or unfamiliar situations in a dynamic setting
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Job Knowledge, Metrics and Business Results: 
 Service Level AgreementØ 
 Utilization of Remote Support Engineers
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 Adherence to work schedule
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 Team Customer Satisfaction
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 Individual Quality Monitoring
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 Training Compliance
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 Adherence to internal processes
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Teamwork: 
 Functions as an active member of the team and shares knowledge and experience to resolve customer issuesØ 
 Active participation as a team member
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 Communicates with and helps others resolve issues
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 Shares knowledge/expertise with the team
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 Assumes additional responsibilities to help the overall success of the team
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 Viewed by co-workers as an accessible and dependable resource
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 Takes ownership and displays a positive attitude
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 Eager to win by taking an outside in perspective to serve our customers
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 Team up to excel by bei
Øng willing to learn, able to improve and open to develop 
Job Performance: 
 Handles all calls in a timely mannerØ 
 successfully completes required training and demonstrates an understanding of that training.
Ø 
 Problem solving skills and resourcefulness
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 Professional development (including quarterly self-evaluation and development plans)
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 Timely and successful completion of assigned projects
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 Participates in cross-functional activity (as needed)
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 Fulfills all designated training requirements
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Customer Care Representatives must be available to work a variety of schedules which include days, mid-days, weekends and holidays.