Customer Relations Associate - FULLY REMOTE in Michigan

Protocall Services, Inc.; Michigan (VT); Remote; USD 40,000 - 70,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Mitarbeiter im Bereich Kundenservice und administrative Unterstützung. In dieser Rolle werden Sie unter der Aufsicht des Account Relations-Teams arbeiten, um technische und administrative Dienstleistungen für Kunden bereitzustellen. Sie koordinieren Systeme, um die Echtzeit-Servicebereitstellung zu unterstützen und helfen dabei, eine positive Kundenbeziehung zu pflegen. Das Unternehmen fördert ein unterstützendes Arbeitsumfeld, in dem Stressmanagement und Teamarbeit großgeschrieben werden. Wenn Sie eine proaktive Einstellung und die Fähigkeit zur Zusammenarbeit in einem dynamischen Umfeld mitbringen, könnte diese Position genau das Richtige für Sie sein.

Qualifications

• Erfahrung in der administrativen Unterstützung und im Kundenservice.
• Fähigkeit, unabhängig zu arbeiten und verantwortungsvolle Entscheidungen zu treffen.

Responsibilities

• Dokumentation von Kundenanfragen und Beschwerden in CRM-Software.
• Vorbereitung und Verteilung von täglichen und monatlichen Berichten.

Skills

Kundenservice

Kommunikationsfähigkeiten

Windows Software

Teamarbeit

Eigenverantwortung

Education

Bachelor-Abschluss in einem mission-driven Bereich

Tools

CRM-Software

Tabellenkalkulationssoftware

Job description

This position will work under the supervision of an assigned member of the Account Relations department to provide technical and administrative services to Protocall's customers. The role involves coordinating hands-on systems to support real-time service delivery and performing a broad range of interdepartmental support services, while being responsive to changing and urgent needs.

Work at Protocall is inherently stressful due to the nature of our mission. Employees are expected to manage their stress effectively to maintain high standards of client care, customer service, professional conduct, and a supportive work environment. During stressful times, this includes staying focused on work tasks, using time and energy productively, maintaining a positive attitude, fostering constructive relationships, and developing self-care strategies to sustain physical and mental health.

Typical Duties:

Customer Service

• Understand the relationship between Protocall’s customer relations and success, operations, and IT teams.
• Document customer requests and complaints in CRM or other tracking software.
• Maintain communication with Relationship Managers regarding their assigned customers.
• Keep customer contact information accurate and current.
• Disseminate electronic announcements and direct mailings.
• Support Relationship Managers in customer success activities, provide feedback on customer pain points, and perform other related duties.

Extra Coverage Tracking

• Monitor, document, and track Extra Coverage requests and call volumes.
• Submit approval requests following established guidelines.
• Follow up with customers and set up internal notifications.

Reports, Statistics, and Technical Services

• Prepare and distribute daily and monthly utilization reports and reports for special projects.
• Generate other reports as needed.

Database Maintenance

• Respond to customer requests for procedural changes under supervision, coordinating until satisfactory.
• Contact customers to address routine database updates or clarifications.
• Update CRM records, employer lists, referral databases, on-call schedules, and other database content.
• Assist with other Ops, IT, and AR databases.

Administrative Services

• Perform various administrative duties, including documentation transmission and responding to customer inquiries.
• Verify proper functioning of client record transmission equipment.
• Access PHI as needed for account reviews, follow-ups, and compliance monitoring.
• Perform additional tasks as assigned.

Minimum Qualifications:

• Bachelor’s degree in a mission-driven field (preferred).
• Prior administrative support and customer service experience (preferred).
• Proficiency with Windows software and spreadsheets.
• Excellence in customer service and communication skills.
• Ability to work independently and make responsible decisions.
• Ability to collaborate across departments.
• Friendly, positive personality with a proactive attitude.
• Willingness to take initiative in a fast-paced environment.

ProtoCall Services Inc. is an Equal Opportunity Employer. We value diversity in race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us unique.