Customer Service Rep II
5 days ago
Hudson, OH
8 Months
Position can be remote depending on location, if resource is within 50 miles of a client office they will have to be hybrid in that office 2 days a week.
8- 5 EST
Spanish speaking required
Description/Comment:
- The Customer Account Specialist is responsible for supporting the sales team.
- This is done by responding to customer inquiries and issues, initiating the renewal process and delivery of renewal notifications.
- The Account Specialist also plays a major role in the success of the organization by serving as a main point of contact for customers for inquiries.
- Activities of the Customer Account Specialist include, but are not limited to: Learning the client family of service solutions and how they complement each other; welcoming new clients with access credentials; managing existing client accounts and overall client account renewal process in tandem with the sales representative.
- *Flexibility of working hours required to accommodate international time differences of the team members, several times per month.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Welcome New Customers: Send Welcome emails/credentials to our Customers. Build and establish relationships with assigned accounts.
- Manages existing client accounts by developing and maintaining client relationships; serving as the daily point of customer contact for various customer questions regarding billing, account setup, general account status and acting as liaison between internal departments regarding content inquiries; developing an in- depth understanding and anticipation of customer needs; assist with minor access / display trouble shooting issues; adhering to account management documentation via tracking procedures, utilizing established logs and files, accurate and detailed record keeping in CRM as well as various tools used by the department; and staying up to date on customers, renewal status, issues and follow up items.
- Generate and customize end customer usage reports on a regular basis for sales team and partners.
- Set up/ Update splash page and/or formulary upon request by client.
- Create process documents for new processes and update/review existing process documents.
- Manages client account renewal process in tandem with the sales representative by ensuring customer is satisfied with their experience and is using the subscribed solutions; ensuring customer feedback is promptly communicated to the appropriate internal department; sharing information regarding customer issues; and developing an action plan with appropriate internal individuals; reviewing account for accuracy and work with accounts receivable department on follow up for past due invoices; sending of renewal notifications; customer follow up regarding renewal confirmation; communicating with sales rep and project manager to ensure the client support team is aware of client issues or needs.
- Support customers with regards to IP changes and minor access / display trouble shooting issues.
- Review contracts and invoices and ensure information is accurate before sending to customers.
- Contributes to customer satisfaction and organizational success by acting as liaison between the client and internal departments (e.g. accounting, marketing, IT, technical support, product development, sales, project management, and Order Management), including participation in internal cross functional meeting groups to ensure that client needs are met.
OTHER DUTIES
Other duties as assigned.
JOB QUALIFICATIONS Education:
- BS/BA Degree or equivalent years of experience
- Experience: At least 3 years in a similar type role (Client Service/ Account Management/Customer Success).
- Demonstrated ability to build relationships.
- Exceptional verbal and communication skills.
- Experience in Healthcare IT/solutions, or knowledge of the Hospital/Healthcare market is desired.
- Other Knowledge, Skills, Abilities or Certifications:
- Excellent analytical skills and is process oriented
- Effective time management and prioritization skills
- Excellent administrative and organizational skills
- Expertise in Microsoft product suite, Excel, and Power Point as well as a general understanding of the CRM SalesForce
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