Customer Experience Specialist

2 days ago

Downers Grove, United States Shared Imaging Full time

Shared Imaging is a privately held organization that has been committed to growing organically and has doubled our revenue in the past 10 years and is committed to having the best technology possible to help support our clients. We pride ourselves on our "White Glove" service model by delivering the best patient experience possible.

Shared Imaging is looking to add to a full time Customer Experience Specialist to our customer service team This role will be remote, anywhere in the United States.

Work Schedule:

  • Must be able to work rotating 2nd & 3rd shifts, this schedule is set and not subject to change:
    • 1st and 3rd week
      • Saturday - 3rd shift (1030PM - 7AM)
      • Tuesday - 2nd shift (1030AM - 11PM 12 hours)
      • Wednesday - 3rd shift (1030 PM - 7AM)
      • Friday - 2nd shift (1030AM - 11PM12 hours)
    • 2nd and 4th week
      • Saturday - 2nd (230PM - 11PM)
      • Sunday - 2nd (230PM - 11PM)
      • Tuesday - 3rd (1030PM - 7AM)
      • Thursday - 2nd(230PM - 11PM)
      • Friday - 3rd (1030PM - 7AM)
  • Flexibility required; able to work OT when needed (come in early/leave later, switch schedules for coverage)
  • Must work weekends & holidays
  • Able to work remote anywhere in the United States - 2 weeks of training to take place in Downers Grove, IL location

The ideal candidate must possess:

  • Customer service/call center/patient scheduling experience
  • Strong ability to prioritize & multi task with attention to detail
  • Time management organization & focus on ability to prioritize & multi task with focus to detail
  • Ability to articulate thoughts into clear & concise written and verbal communication
  • Strong written and verbal communication
  • Experience working on computers, using Excel, and other Microsoft Office applications

Essential Functions:

  • Professional engagement & follow-up communication via phone, email & support software with customers and co-workers.
  • Exhibits an attitude that is one of positive, can do and customer first with all customers.
  • Consistently perform all steps of the Customer Experience Initiative.

Specific duties include (but are not limited to):

  • Manage incoming customer service phone calls & other customer requests
  • Create service request and dispatch accordingly
  • Identify and resolve customer concerns in a professional and timely manner
  • Use web-based system tools such as OMS, word and excel on a daily basis. Log all communication in work service request
  • Interact with vendors, customers and employees via phone, text, and emails
  • Escalate service calls when needed
  • Attach Field Service Reports to service request in OMS. Audit report from vendor and make sure we have all calls logged in OMS
  • Follow through on resolution of any customer needs. Other duties as determined by your manager
  • Act as night time contact for drivers, providing scheduling and maintenance support
  • Handle inbound and outbound calls to 20-30 drivers nightly. Proactively monitoring on time pick up and deliveries
  • Escalate problems to proper manager contacts as appropriate
  • Follow HIPPA regulations as it pertains to communication
  • Effectively communicate pertinent information to daytime contact within multiple geographical regions as well as. handoff of follow ups to co-workers on next shift
  • Order and cancel injectable doses
  • Enter helium reading into OMS

We value our employees and we want them to be healthy and happy. We offer competitive salaries, travel allowance and a diverse blend of benefits, incentives, and business practices and we are continually evaluating our offerings to ensure that Shared imaging is a truly great place to work

  • Health, dental, and vision insurance
  • Company paid dental (with applicable health plans)
  • 401k matching
  • Employee Assistance Program
  • Company-paid life insurance and voluntary supplemental life insurance
  • Voluntary short term / long term disability options
  • Flex PTO & paid holidays
  • Company swag
  • Health club reimbursement
  • Wellness program with generous incentives
  • Employee recognition programs
  • Referral bonus program
  • Job training & professional development

We require that all Shared Imaging LLC employees have a completed background check and drug screen on file.

Shared Imaging is committed to equal employment opportunity. The company offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status or any other category protected by applicable law. Equal employment opportunity includes hiring, training, promotion, transfer, demotions, and termination.

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