Customer Service Rep
Remote in Chicago, IL
6-month Contract (Possible extension/conversion)
Up to $20/Hr on W2
About the role:
The Customer Service Representative is responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner. Activities include: developing a deep understanding of systems, processes, products, services and customers; providing exceptional customer service; providing product information to secure new orders; participating in organizational activities to meet or exceed company objectives; and representing company within the industry.
Responsibilities:
- Develops a deep understanding of company systems, processes, products, services and customers by attending and fully engaging in formal and informal training/mentoring sessions (e.g., initial 3 week training, new product/feature training); engaging in self-directed learning (e.g., studying information provided in a timely manner); developing an in-depth knowledge of all systems, tools, templates and processes used within the department; developing and maintaining a current and comprehensive knowledge of all company products and services (e.g., features, benefits, pricing, intended use, value proposition); developing and maintaining relationships with internal teams (e.g., technical support, sales, management); and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).
- Provides exceptional customer service by receiving and responding to inbound customer questions in a timely manner (e.g., live chat, e-mail, telephone, fax); gathering information to develop a deep understanding of customer needs and promote a "one contact" customer service environment; fulfilling basic customer needs (e.g., resending invoices, resending DVDs, changing address); providing comprehensive responses to customer inquiries (e.g., billing questions, product use); escalating advanced technical issues to technical support (e.g., download issues); escalating customer complaints to a senior customer service representative or manager; providing detailed background information for all escalations; ensuring the highest level of accuracy, completeness and professionalism with all customer interactions; meeting or exceeding individual and team performance goals (e.g., chat/talk time, chats, emails and calls taken, speed of answer, service level, first contact resolution); and maintaining timely and accurate records of all activities in accordance with company policy.
- Provides product information to secure new orders by fielding customer questions regarding company products and services; providing comprehensive answers to customer questions (e.g., product description, use, cost); promoting and articulating the value and benefits of company products and services; collecting information and securing orders for new customers (e.g., physicians, clinicians); cross-selling and up-selling products and services to existing customers; and prequalifying and escalating potential enterprise leads to the enterprise sales team.
- Proactively pursues professional development activities (e.g., establishing personal networks).
- Manages time and company resources appropriately.
- Performs other duties as assigned by supervisor.
Requirements:
- Education: Bachelor's Degree from an accredited 4-year college or university preferred; doesn't have to be from the healthcare field.
- Experience: 2-3 years of customer service in an e-commerce setting or retail field preferred (experience of customer interaction across multiple channels - emails, chats, phones, website forms, etc).
- Resources may be requested to come onsite a few times a year for special meetings or events, but they will mainly be remote.
- Demonstrating strong analytical and problem solving skills.
- Demonstrating strong organizational, time management and multi-tasking skills.
- Demonstrating excellent written and verbal communication skills.
- Demonstrating strong interpersonal skills.
- Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
- Typing proficiency: 40-60 wpm.
