Customer Service Specialist

Knipper Health is seeking a Customer Service Specialist to provide a world-class customer experience through various communication channels. The role involves handling customer inquiries, troubleshooting issues, and ensuring customer satisfaction while using CRM systems.

Responsibilities:

• Respond to customer inquiries and requests through phone communication (calls, chat, SMS) and email
• Represent a diverse range of programs and brands with expertise, positivity, and a can-do attitude by addressing questions about orders, accounts, products, services, and website navigation assistance
• Encourage customers use of on-line tools and create a positive user experience by removing barriers to usage by pro-actively reaching out to customers along their customer journey
• Identify customer needs, ask effective questions, guide conversation, and investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
• Determine when an issue must be escalated and to whom it should be escalated
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
• Accurately and completely record information within CRM and update systems appropriately
• Share feedback about customer request trends and overall suggestions for improvement with supervisor
• Handle potentially negative situations with customers with tact and diplomacy. De-escalate concerns pro-actively
• Be flexible, organized and able to comply with constantly changing business rules, processes, and system enhancements
• Meet and exceed service level goals
• Understand and utilize Telephony and CRM systems for maximize efficiencies

Requirements:

• High school diploma
• Approximately three to five years' experience in customer-facing roles
• Exceptional customer service skills-both inbound and outbound calls
• Exceptional interpersonal and communication skills (verbal and written)
• Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadline-driven environment
• Proficiency in Microsoft Outlook, Excel, Word and Teams
• Ability to trouble-shoot, problem-solve and formulate recommendations for solutions
• Time management skills with aptitude to multitask across various clients, projects and internal departments with changing priorities
• Technically savvy with the ability to pick up new technology, processes, and procedures quickly
• Demonstrated success in interacting and collaborating with internal and external customers
• Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously
• Bachelor's or Associate's degree strongly preferred
• Pharmaceutical business or call center/service environment (inbound and outbound calls), is strongly preferred
• Flexibility to work shifts starting as early as 8:30 am and end at 8:00 pm Eastern Standard Time, a plus