Customer Relations Associate - FULLY REMOTE in New Mexico

Protocall Services, Inc.; New Mexico; Remote; USD 35,000 - 55,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Mitarbeiter, der technische und administrative Dienstleistungen für Kunden bereitstellt. In dieser Rolle koordinieren Sie Systeme zur Unterstützung der Echtzeit-Servicebereitstellung und bieten umfassende Unterstützung interdepartamental. Die Fähigkeit, Stress effektiv zu bewältigen, ist entscheidend, um die Verpflichtung zur Kundenpflege und Professionalität aufrechtzuerhalten. Wenn Sie eine positive Einstellung und die Fähigkeit haben, in einem dynamischen Umfeld zu arbeiten, könnte dies die perfekte Gelegenheit für Sie sein.

Qualifications

• Erfahrung in der administrativen Unterstützung und Kundenservice wird bevorzugt.
• Exzellente Kommunikationsfähigkeiten und Kundenservice sind erforderlich.

Responsibilities

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

Skills

Kundenservice

Dokumentation

CRM-Software

Kommunikationsfähigkeiten

Windows-Software

Education

Bachelor-Abschluss in einem mission-driven Bereich

Tools

CRM-Software

Windows

Tabellenkalkulationen

Job description

This position will work under 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 support services interdepartmentally, while being responsive to changing and urgent needs.

Work at Protocall can be stressful due to the nature of our mission. It is essential for each employee to manage stress effectively to maintain our commitment to client care, customer service, professionalism, and a supportive work environment. This includes staying focused, maintaining a positive attitude, fostering constructive relationships, and developing self-care strategies to sustain health and well-being.

Typical Duties:

1. Customer Service

• Understand the relationship between customer relations, success, operations, and IT teams.
• Document customer requests and complaints in CRM or tracking software.
• Maintain communication with Relationship Managers regarding their assigned customers.
• Keep customer communication information accurate and up-to-date.
• Disseminate electronic announcements and direct mailings.
• Support Relationship Managers with customer success activities and provide feedback to Product Ownership.

1. Extra Coverage Tracking

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

1. Reports, Statistics, and Technical Services

• Prepare and distribute daily and monthly utilization reports and reports for special projects.
• Create additional reports as needed.

1. Database Maintenance

• Respond to routine procedural change requests under supervision, coordinating until satisfactory.
• Contact customers for procedural or database updates as needed.
• Update CRM, employer lists, referral databases, on-call schedules, and other content.
• Assist with other database management tasks.

1. Administrative Services

• Perform administrative duties such as documentation transmission, responding to customer requests, and providing other services.
• Verify the proper functioning of client record transmission equipment.
• Access PHI as needed for account reviews, follow-ups, and compliance monitoring.
• Perform other tasks as assigned.

Qualifications:

• Bachelor’s degree in a mission-driven field is a plus.
• Prior administrative support and customer service experience preferred.
• Proficiency in Windows software and spreadsheets required.
• Excellence in customer service and communication skills.
• Ability to work independently and collaboratively.
• Friendly, positive attitude with a proactive approach.
• Willingness to take initiative in a fast-paced environment.

ProtoCall Services Inc. is an Equal Opportunity Employer committed to diversity in race, gender, sexual orientation, religion, ethnicity, and other characteristics.