Sharp Decisions is a company seeking a Customer Service Representative with a healthcare background. The role involves troubleshooting product and technical issues, managing client communications, and ensuring effective use of products and services.
Responsibilities:
- Troubleshoot product and technical issues
- Determine severity and scope analysis of issues, inquiries, and requests
- Communicate effectively with clients via telephone or email
- Manage all client related issues into Client Relationship Management tool (CRM) - Salesforce
- Escalate complex issues to technical and product resources with the appropriate information to resolve the customers inquiry
- Manage customer and user configurations
- Educate and empower customers to maximize utilization of products, tools, and services
- Maintain proficient knowledge of all product and service changes
- Monitor system status and communicate issues that need attention internally and externally
- Initiate proactive customer communications
- Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use
- Document solutions in articles that can be reused internally and externally
Requirements:
- Healthcare Background
- Troubleshoot product and technical issues
- Determine severity and scope analysis of issues, inquiries, and requests
- Communicate effectively with clients via telephone or email
- Manage all client related issues into Client Relationship Management tool (CRM) - Salesforce
- Escalate complex issues to technical and product resources with the appropriate information to resolve the customers inquiry
- Manage customer and user configurations
- Educate and empower customers to maximize utilization of products, tools, and services
- Maintain proficient knowledge of all product and service changes
- Monitor system status and communicate issues that need attention internally and externally
- Initiate proactive customer communications
- Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use
- Document solutions in articles that can be reused internally and externally