Associate Client Care Advisors interact with customers daily to provide essential technical support for the application software over the phone and through live chat, using creative problem-solving to provide product support and help customers through complex issues. Technicians manage their progress toward results and document customer communication throughout the life-cycle of a reported issue, supporting a fast-paced, metrics-driven customer contact center.
Essential Duties & Responsibilities
- Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner.
- Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with customers via cases.
- Develop interpersonal service skills and drive efficiency and results to achieve high customer satisfaction.
- Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
- Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
- Proactively pursue projects within the Support team to enhance our business and customer service levels.
- Demonstrates initiative to constantly increase knowledge and skills in the products they are assigned.
- Constantly and proactively improves customer service skills.
- All other duties as assigned.
Education And Experience
- High School Diploma/GED
- Bachelor's degree preferred or equivalent work experience in customer service
- Previous experience in a US customer service environment (Tech support Voice)
- US Healthcare industry (medical billing, clinical workflow, etc.) is preferred.
- Excellent English proficiency in verbal and written communications
- Accent neutral
Skills, Knowledge, And Abilities
- Strong verbal and written communication skills, problem-solving/analytical, and troubleshooting skills.
- Excellent customer service skills.
- Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
Technology Requirements
- 100 Mbps internet service if working from home
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
- This role requires that one can sit and regularly type on a key board the majority of their work day
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
- The role necessitates the ability to listen and speak clearly to customers and other associates
- The work environment is an open room with other associates and noise from others will be part of the regular work day
Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.
