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Customer Experience Specialist

3 months ago

Euless, United States Federation of State Medical Boards Full time

Do you enjoy communicating with medical professionals? Are you customer service-driven? Do you have a high technical proficiency and experience using the Microsoft Office Suite.? Are you tired of the "grind" and ready for a healthy work/life balance? FSMB is looking for a Customer Experience Specialist to help advance our vision of protecting the public and promoting quality healthcare.

Who are you?

You possess exceptional listening, verbal, and writing skills and can answer a multiple-line call management system. You are a highly creative problem solver who can analyze and make appropriate decisions with minimal supervision. You have a profound awareness of handling issues within your control. You can effectively communicate with demanding callers. You have excellent interpersonal, organization, time management, and customer service skills with a demonstrated ability to work professionally and productively. You possess an aptitude for careful review of data between a variety of sources and multiple software applications. You can easily adapt to procedural modifications and have a "team" approach to productivity and performance. You support and accept change, offer creative solutions to problems, possesses a strong ability to adjust priorities to the situation, and think proactively not reactively. You set the standard for personal responsibility and keeping commitments. You establish and maintain effective relations with customers and co-workers by exhibiting tact and consideration, displaying a positive outlook in a pleasant manner, providing support to co-workers, and working cooperatively in group situations. You possess superb conflict resolution skills and are a true team player in every sense of the term. You have a commitment to delivering superior quality customer service, and consistently surpassing customer expectations. You are ready for a healthy work/life balance that fulfills you at work and allows you to leave "the office" at the office each day.

What will you do?

  • Maintain a positive, empathetic, and professional attitude toward customers always.
  • Assist physicians and their representative's completion of applications, including basic technical support
  • Deliver a superior level of responsiveness as it relates to requests for assistance through various channels.
  • Communicate with all internal workgroups as necessary
  • Resolve customer complaints
  • Articulate a professional message in both written and oral communication and demonstrates solid listening skills
  • Provide internal/external customer service according to established guidelines
  • Accurately document details of all customer interactions in multiple systems as appropriate
  • Assign identification numbers for unauthenticated application
  • Analyze applications and provide comprehensive status to authorized users
  • Assist medical professionals with completing the online application
  • Submit updates and input data into multiple applications to keep internal/external customers updated
  • Review completed profiles to assist with resolving specific board deficiencies reported by medical professionals
  • Assist with training of team members
  • Additional duties as assigned
FSMB is an EEO/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or status as a protected veteran.

What can you bring to the role?
  • High School Diploma or equivalent. A college education is preferred.
  • 3-4 years of office experience including 2+ years in customer service, preferably in a healthcare or professional association setting.
  • Working knowledge of Windows environment, experience with Microsoft Office.
  • Excellent interpersonal, verbal, and written communication skills
  • Typing/data entry skills of 45-50 wpm, with a high level of accuracy
  • Strong knowledge of FCVS policy and procedures is a plus.
What do we offer?

At FSMB, you work in an environment that feels like family. FSMB offers a hybrid work environment, which includes work-from-home and on-site workdays. Physical presence at the office is an essential job function of this role which the FSMB deems critical to collaboration, innovation, productivity, employee well-being, and engagement, and enhances the Company culture. The team has frequent get-togethers.

In addition, we offer:
  • Generous vacation plus paid holidays
  • 401K with generous employer match
  • 10% in profit sharing
  • Medical / Dental / Vision / Life Insurance
  • Onsite fitness facility
  • Tuition Reimbursement


FSMB offers a hybrid work environment. Physical presence at the office when required is an essential job function of this role, which the FSMB deems critical to team building, collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.