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Inbound Customer Support Rep

2 months ago

Valhalla, United States ConsultNet Full time

Position Overview:
The Customer Care Coordinator will work with our most valuable asset- our customers. This person will be an instrumental member of our inbound phone support team. They will field incoming calls into our call center in an efficient and effective manner. They will be responsible for providing top notch service, handling customer inquiries and resolving issues. The support team's goal is to increase customer retention by driving product adoption and resolving problems on the first call.
Primary Responsibilities :
Coordinating & Implementing Solutions for Customers : Fielding customer issues via inbound calls by responding in timely and professional manner, closing the loop, and ensuring customer satisfaction on the first contact.
Customer Relationship Management: Documenting interactions quickly and accurately in Salesforce. Utilizing the proper call coding for tracking purposes and to assist in driving iniaitives to improve the overall customer experience.
Cross Functional Collaboration : Partnering with leadership and various internal departments to ensure customer issues get resolved properly and advocate on customers behalf.
Product Support & Training : Has a depth of product knowledge that enables proper account servicing as well as provides basic training to users during interactions to drive product adoption and usage.
Skills & Requirements:

  • Can handle 35 calls a day with an average talk time of 7 minutes or less per call
  • Ability to become a product expert and understand all aspects of Rectangle Health account management
  • Provide appropriate direction and solutions in attempt to resolve issue on first contact
  • Properly manage tickets with appropriate tracking and detailed notes; including follow up
  • Resolve customer issues with effective problem-solving skills to retain customer satisfaction
  • Diffuse customer frustration and escalate to management when necessary
  • Maintain a professional demeanor and provide thoroughness on all calls
  • Have excellent written and phone communication skills
  • Ability to collaborate within a team
  • Ability to work in a fast -paced environment and be extremely efficient
  • Experience working with payments technology is a plus
  • Adaptable to challenges and has ability to process, understand, and memorize new information quickly



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