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Customer Success Representative

3 months ago

Dallas, Texas, United States AMN Healthcare Inc. Full time
Job Description

Welcome to AMN Healthcare: Where Your Career Becomes the Next Big Success Story

Ever wondered what it takes to build one of the largest and most successful healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and amazing people like you. At AMN Healthcare, we don't just offer jobs; we pave the way for incredible careers.

Why AMN Healthcare? Because You Deserve the Best:
  • Forbes Recognition: We don't just make lists; we make headlines. AMN Healthcare proudly claims a spot on Forbes' prestigious lists not once, but twice We're among the "Best Large Employers for Women," a testament to our commitment to excellence.
  • SIA Approval: Acknowledged by Staffing Industry Analysts (SIA) as one of the "Rapidly Advancing Staffing Firms," we have no plans to decelerate in the future.
  • Incredible Futures: Join a team that doesn't just talk about building the future; we're shaping it. Discover how AMN Healthcare is crafting incredible futures, one amazing career at a time.
Job Summary
The Customer Success Representative, Technical Support, provides assistance and support on AMN's products and services. This position offers solutions to complex issues, troubleshooting, and assists with requirements gathering and client implementation. This role will also help increase user adoption and creates 'Raving Fans' among the health professionals who rely on the system to manage their labor resources.

Job Responsibilities
  • Handles product or service issues that customers have with the workforce technology solutions via phone and email within the company's service level agreement requirements.
  • Clarifies the customer's need, determines the cause of the issue, selects and articulates the best solution, expedites correction or adjustment if needed, and follows up to ensure the resolution of issues to the customers' satisfaction.
  • Accurately records issues and responses for each customer through Salesforce and ServiceNow technologies.
  • Maintains customer and department records by updating account information in various systems.
  • Sustains third party support agreements by following processes that are in place for specific clients.
  • Meets and maintains acceptable performance levels on department and customer-focused key performance indicators (KPI's).
  • Assists with all functions within the department which may include data-entry projects, incoming and outgoing phone calls and emails, researching technology issues and providing resolutions, accurately answering customer questions, and all other tasks as assigned by the department manager.
  • Monitors dashboard for tickets assigned to the queue and process as assigned.
  • Determines source of errors by reviewing procedures and actions taken by user(s).
  • Walks users through performing diagnostic procedures.
Key Skills
  • Proven ability to coordinate cross-functional work teams toward task completion
  • Strong written and verbal communication skills
  • Ability to understand and train on complex strategies and software features
  • Solid grasp of wireless network access
  • Basic knowledge of IP addressing, DNS, and DHCP
Qualifications

Education & Years of Experience
  • High School Diploma/GED plus 0-2 years of work experience
Additional Experience
  • Customer service and software application experience
Work Environment / Physical Requirements
  • Work is performed in an office/home office environment.
  • Team Members must have the ability to operate standard office equipment and keyboards.
AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

Our Core Values

• Respect
• Passion
• Continuous Improvement
• Trust
• Customer Focus
• Innovation

At AMN Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.

Pay Rate
$ $20.50 Hourly
Final pay rate is dependent on experience, training, education, and location.