Customer Service Representative

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