- Ability to work and function in a fast pace call center environment with multiple priorities while handling inbound calls to meet required measured standards while maintaining a positive customer experience.
- Identify and escalate priority issues
- Manage communications and requests from field engineers through email and phone calls (more emails & tasks than phone calls).
- Serve as initial point of contact for potential customer via phone
- Document and update customer interaction within customer relationship management (CRM) system
- Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation
- Follow established call center processes utilizing knowledge base tool.
- Obtain and examine all relevant information to resolve customer service questions and to determine possible causes.
- Handle customer inquiries both over the phone and by email
- Maintaining a positive, empathetic and professional attitude toward patients always
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Document all call information according to standard operating procedures
- Complete call logs
- Reports for work on time and maintains a satisfactory attendance record.
- Customer Service agents help customers via telephone to provide information about accounts and services.
- Research required information using available resources
- Keeping records of patients' interactions, transactions, comments and complaints
- Ensure customer satisfaction and provide professional customer support
- Proactively follows up and coordinates with other departments to ensure resolution of customer issues.
- Update existing customer information
- Prepare and mail monthly reminder and past due letters
- Prepare lien releases
- Evaluate credit limits
- De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
- Produce call reports
- Researching service providers based on service, price, quality, availability and reliability.
- Initiate outbound calls to potential customers for sales consultations
- Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
- Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
- Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.
- Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers.
- Process orders, forms and applications
- Resolve short pays, deductions, or discrepancies'
- Enter data from these communications into corresponding systems while maintaining a high level of accuracy and efficiency to meet the 1-hour OLA for all communications throughout prescribed shift.
- Track and respond to all incoming field requests for corrective maintenance services.
- Identify and dispatch available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support.
- This includes using the proper escalation path and notifying the proper Service manager and Director and other appropriate EMC personnel.
- Exceed customer service expectations by providing an outstanding experience to every potential customer
- Obtain customer application
- Obtain customer payments
- Performs other duties as assigned, requested or deemed necessary by management
- Create account adjustments
- Performs miscellaneous duties as assigned by a supervisor or manager including customer account research, special reports and projects.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries regarding accounts.
- Help solve customer issues by properly escalating to designated departments for further investigation.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Answer calls and respond to emails
- Find, communicate, and negotiate with service providers throughout the US.
- Consistently demonstrates excellent collection service skills and ability to assist customers with their payment needs and have willingness to help customers in difficult times.
- Promotes good customer relations in all transactions and contacts.
- Exercises constant awareness and knowledge of privacy issues while working with customer accounts
- Responsible for managing a large volume of customer accounts
- Adhere to credit and collection policies and procedures
- Prepare, review and analyze customers aging reports
- Initiate collection attempts via phone calls, e-mails, and mailings
- Receive incoming phone calls from customers and colleagues
- A typical customer service specialist is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed.
- Examine, analyze and make recommendations on existing Service Providers
- Promote teamwork through consistency, reliability and group cohesiveness
- Resolve customers' service issues by performing activities such as registering and activating cards, linking accounts, transferring funds, etc.
- Provide customers with product and service information
- Enter new customer information into system
- Manage and resolve customer complaints
- Utilizes Procurement tools to manage multiple sites and other administrative activities.
- Customer service agents may be inbound, outbound or a combination of both.
- Resolve customers service complaints
- Contact customers to respond to inquiries or to notify them.
- Refer unresolved customer grievances to designated departments for further investigation.
- Accurately and concisely document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- De-escalate cardholders and issues through solid troubleshooting, problem solving, customer service skills and follow-up. Follow proper escalation processes.
- Work closely with sales team
- Provide invoice and statement copies to customers as requested
- Communicate with customer and salesman when customer accounts have been placed on hold
- Maintain customer account information
- Ability to learn, use and work with INI (Interaction Client Agent Desktop Phone System) plus other supporting applications as needed such as; Semafone, FirsTech payment Interface, Kenan, Siebel, Kansys, MACC and Web Portal.
- Process credit card payments
- Prepare e-mails and issue RFI's (requests for information) to Service Provider's; follow-up to assure understanding.
- Additional job responsibilities assigned by your manager
- Provide customers with exceptional customer service
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Educate cardholders on usage; promote new or additional products and services.
- The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
- Orders parts for the Customer Engineers to expedite call handling. Maintain a basic understanding of account base information including internal contacts and basic requirements and procedures for major accounts. Track on-going corrective maintenance issues on turnover and maintaining continuity.
- Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.
Job Types: Full-time, Part-time, Temporary
Pay: $19.00 - $27.00 per hour
Benefits:
- 401(k)
- Employee assistance program
- Employee discount
- Paid time off
Schedule:
- Monday to Friday
Supplemental Pay:
- Bonus pay
- Commission pay
- Tips
Experience:
- Customer service: 1 year (Preferred)
Work Location: One location
Company:Michaud MitsubishiLocation:Harker Heights TX USJob Types:Full TimePost Date:March 11, 2022Valid Through:April 11, 2022