Client Support Rep

Outcomes; Orlando (FL); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental and Vision Plans

HSAs & FSAs

Paid Parental Leave

Adoption Assistance

Flex PTO

Job summary

Outcomes in Orlando, FL is seeking a Client Support Representative to deliver high-level service to customers using phones, teleconferencing tools, and remote connections. You will handle a high volume of inbound calls, provide accurate product information, and document interactions in our ticketing system.

Ideal candidates have experience in a technical call center, are or have a Certified Pharmacy Technician, and excel at de-escalation and problem solving.

Qualifications

• Experience in a technical call center environment preferred.
• Certified Pharmacy Technician preferred.
• Ability to handle difficult client interactions and deescalate situations.
• Strong written and verbal communication skills with proper grammar.
• Experience working with healthcare professionals in fast-paced settings is a plus.

Responsibilities

• Respond promptly to inbound calls and other channels with professional service.
• Provide accurate information about products, programs, and services.
• Identify and troubleshoot client issues, escalating when needed.
• Use a ticketing system to document and track client concerns.
• Collaborate with internal teams to resolve issues and improve experience.
• Record and maintain detailed records of client interactions and resolutions.
• Aim to retain clients by offering appropriate alternative solutions.

Skills

Technical call center experience

Certified Pharmacy Technician

Excellent listening & communication

Problem solving

Documentation & record keeping

Education

High School Diploma or GED

Bachelor's degree (preferred)

Job description

## 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.**ESSENTIAL DUTIES & RESPONSIBILITIES****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.* Utilize and maintain product knowledge base* Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.**Process Adherence*** Adhere to standard processes and procedures in handling client interactions.* Ensure compliance with established protocols for issue resolution.**Team Collaboration*** Collaborates 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**The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.* 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. Will be 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.* Medical, Dental and Vision Plans* Voluntary Benefits* HSA & FSA* Fertility & Family Planning Benefits* Paid Parental Leave* Adoption Assistance Program* Employee Resource Groups* Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates* 11 Paid Holidays* Corporate Wellness Program* Company 401k and Roth retirement plans with employer match