Client Support Representative

JOB SUMMARY

The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.

*ESSENTIAL DUTIES & RESPONSIBILITIES*

*Customer Interaction*

* Respond promptly and professionally to inbound calls and other communication channels.
* Provide accurate and relevant information to clients regarding products, programs, and services.
* Address client inquiries and concerns with a customer-centric approach.

*Issue Resolution*

* Identify and troubleshoot client issues, escalating them appropriately when necessary.
* Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
* Offer effective and timely solutions to meet client needs.

*Product Knowledge*

* Maintain a comprehensive understanding of the company's products, programs, and services.
* Stay informed about updates and changes in offerings to assist clients effectively.
* Utilize and maintain product knowledge base.
* Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.

*Process Adherence*

* Adhere to standard processes and procedures in handling client interactions.
* Ensure compliance with established protocols for issue resolution

*Team Collaboration*

* Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
* Communicate regularly with team members to share insights and updates.

*Documentation*

* Accurately record and document client interactions and resolutions.
* Keep detailed and organized records for reference and reporting purposes.

*Client Retention*

* Offer alternative solutions when appropriate with the goal of retaining clients' business.
* Analyze client needs and recommend relevant features to enhance their experience.

*Continued Development*

* Stay current with industry information, changes, and updates to provide informed support.

*Adaptability*

* Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.

*Ad-hoc Support*

* Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.

*KNOWLEDGE & REQUIREMENTS*

* Experience in a technical call center environment preferred.
* Certified Pharmacy Technician preferred.
* Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
* Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
* Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure

*EDUCATION & EXPERIENCE REQUIREMENTS*

* Minimum years of work experience: 2 years

Pay: $22.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance

Application Question(s):
* Are you able to work on site Monday-Friday from 8-5 CST?

Experience:
* Technical support: 2 years (Preferred)
* Computer literacy: 2 years (Preferred)

Ability to Commute:
* West Des Moines, IA 50266 (Required)

Work Location: In person