Client Support Rep

Outcomes®; Orlando (FL); On-site; USD 35,000 - 45,000; Full time

Job summary

A healthcare support company is seeking a Client Support Representative to deliver high-level service, support, and solutions to customers. This role involves responding to client inquiries, identifying and resolving issues, and providing accurate information about products and services. The ideal candidate should have a High School Diploma, relevant experience, and excellent communication skills. The position is full-time, entry-level, and based in Orlando, Florida with opportunities for professional development.

Qualifications

• 2+ years of experience in a technical call center environment preferred.
• Certified Pharmacy Technician preferred.
• Ability to manage difficult client interactions effectively.

Responsibilities

• Deliver high-level service and support to customers.
• Respond promptly to inbound calls and other communication channels.
• Identify and troubleshoot client issues.

Skills

Technical call center experience

Excellent listening skills

Communication skills

Problem-solving abilities

Adaptability

Education

High School Diploma

Bachelor’s degree in a related field

Job description

Job Summary

The Client Support Representative delivers high‑level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.

Customer Interaction

• Respond promptly and professionally to inbound calls and other communication channels.
• Provide accurate and relevant information to clients regarding products, programs, and services.
• Address client inquiries and concerns with a customer‑centric approach.

Issue Resolution

• Identify and troubleshoot client issues, escalating them appropriately when necessary.
• Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
• Offer effective and timely solutions to meet client needs.

Product Knowledge

• Maintain a comprehensive understanding of the company's products, programs, and services.
• Stay informed about updates and changes in offerings to assist clients effectively.

Process Adherence

• Adhere to standard processes and procedures in handling client interactions.
• Ensure compliance with established protocols for issue resolution.

Team Collaboration

• Collaborate effectively with internal teams to gather information, resolve customer issues, and enhance the overall client experience.
• Communicate regularly with team members to share insights and updates.

Documentation

• Accurately record and document client interactions and resolutions.
• Keep detailed and organized records for reference and reporting purposes.

Client Retention

• Offer alternative solutions when appropriate with the goal of retaining clients' business.
• Analyze client needs and recommend relevant features to enhance their experience.

Continued Development

• Stay current with industry information, changes, and updates to provide informed support.

Adaptability

• Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.

Ad‑hoc Support

• Assist with additional support‑related tasks and participate in ad‑hoc projects as needed.

Qualifications

Knowledge & Requirements

• Experience in a technical call center environment preferred.
• Certified Pharmacy Technician preferred.
• Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
• Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
• Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure.

Education & Experience Requirement

• Minimum years of work experience: 2 years.
• Experience working with healthcare professionals in a fast‑paced clinical setting preferred.
• Minimum level of education or education/experience: High School Diploma.
• A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a related field from an approved and accredited college or university.

Physical Requirements

• Frequent sitting in stationary position at a desk.
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs.
• Occasional twisting of body.
• Occasional reaching by extending hands and arms in any direction.
• Occasional lifting, pulling, or pushing.
• Uses of basic office equipment within corporate and home office environment; may filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.
• This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain.

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Other

Industries

• Hospitals and Health Care