Customer Service Representative

3 weeks ago


Sparks Glencoe, United States MILLENNIUMSOFT Full time

Position : Customer Service Representative

Location : Sparks, MD

Duration : 12 Months Contract

Start Time : 11:30 AM

End Time : 8:00 PM

Total Hours/week : 40.00( Mon- Fri)

Qualifications:

  • Requires an Associates degree
  • Minimum 3-5 years proven experience in a customer service oriented environment
  • Ability to work 11:30-8PM shift Ability to be stationary for a period of time and take scheduled lunch breaks
  • Accurate typing skills, with a minimum of 55 WPM Excellent Interpersonal and communication skills, with a desire to drive the customer experience to the next level
  • Great listening skills, ability to pay attention to detail, be focused, positive, and results driven
  • Problem solving and business acumen is a really strong desirable
  • Understands SAP or Service Max, a plus
  • Some understanding of molecular and microbiology sciences or healthcare, a plus
  • Ability to resolve escalated or complex issues or handle conflict resolution with little or no supervision, a plus Strong rapport building skills, a plus

Responsibilities:

  • The Customer Experience Representative is responsible for Routing inquiries and problems in a call center/help desk environment for clients and customers.
  • Accountabilities This role is responsible for, but not limited to:
  • Associate is responsible for triaging incoming calls from hospital and lab technicians utilizing client instruments to direct those clients to the appropriate team
  • Utilizing tools and resources to identify the root cause and transfer the customer to the correct department
  • Daily management of the customer experience through processing emails and phones calls
  • Outbound calling to customer to close escalations when delegated from the Customer Experience Manager
  • Facilitate customer resolutions of product issues and escalations, determining and initiating appropriate actions through collaboration within and among other departments to ensure customer satisfaction Create win-win solutions, enhance the customer experience, look for projects within the organization that will take the company to the next level
  • Other duties, as assigned

Comments/Special Instructions

  • All candidates must have excellent phone communication skills.
  • Candidates must have reliable transportation as the site is not accessible by public transportation. .


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