Customer Engagement Representative
2 weeks ago
Position Overview:
As a key member of the WebMD Health team, the Member Support Representative plays a vital role in delivering exceptional service to our users. This position is focused on assisting customers through primarily written communication, ensuring their inquiries are addressed efficiently and effectively.
Key Responsibilities:
- Deliver outstanding customer service and aim for resolution in a single interaction.
- Manage incoming requests and tickets, while also contributing to special projects as needed.
- Guide users through registration processes, login challenges, and account modifications.
- Provide assistance with continuing medical education (CME) inquiries.
- Support users in navigating the WebMD/Medscape platforms and applications.
- Address general questions regarding Medscape functionalities and features.
- Resolve issues related to participant management requests, including technical difficulties and payment concerns.
- Collaborate with project management on escalated issues, ensuring thorough follow-up.
- Respond to feedback accurately and escalate as necessary to improve services.
- Utilize CRM tools effectively to document interactions and manage inquiries with professionalism.
- Strive to meet productivity and quality benchmarks consistently.
Qualifications:
- High School Diploma or equivalent.
- Positive attitude and ability to work collaboratively within a team.
- Proven customer service skills with a focus on problem-solving.
- Excellent written and verbal communication abilities.
- Strong organizational skills with the capacity to manage multiple tasks.
- Detail-oriented with strong listening capabilities.
- Proficient in software applications, including MS Word and Google Docs.
- Ability to convey the appropriate tone in written communication.
- Flexibility to work varied schedules and overtime as required.
Preferred Qualifications:
- Two or more years of experience in a customer service or call center environment.
- Familiarity with CRM systems and customer service practices.
- Bachelor's degree or relevant experience in a health-related field.
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