Support Services Representative

Job Summary Summary Responsible for assisting customers and addressing their inquiries, concerns, or issues. Serve as a primary point of contact between customers and the company, ensuring customer satisfaction and maintaining positive relationships. Does this position require Patient Care? No Essential Functions -Provide prompt and professional assistance to customers via various communication channels such as phone, email, live chat, or in-person. -Address customer inquiries, concerns, or issues in a timely and courteous manner, striving to achieve a satisfactory resolution. -Develop a deep understanding of the company's products, services, policies, and procedures. -Stay updated on product or service changes or updates to effectively assist customers and provide accurate information. -Identify, troubleshoot, and resolve customer issues complaints, or technical problems effectively. -Gather relevant information, analyze the situation, and provide appropriate solutions or escalate the issue to higher levels of support if necessary. -Process customer orders, including order entry, verification, and tracking. -Build and maintain positive customer relationships by demonstrating empathy, patience, and professionalism. -Accurately document customer interactions, inquiries, complaints, or resolutions in the company's customer relationship management (CRM) system or other relevant databases. -Identify situations that require escalation to higher levels of support or management. Qualifications Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Customer Service Experience 0-1 year required Knowledge, Skills and Abilities - Knowledgeable of customer service principles and business fundamentals and company services. - Strong communication skills both written and oral. - Ability to work effectively both independently and as part of a team. - Competency in computer applications as well as customer service modules. - Strong customer service skills. - Strong interpersonal skills. Additional Job Details (if applicable) Additional Requirements: Badging coordinator for new hires. Providing beepers to new hires. Remote Type Onsite Work Location 300 First Avenue Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) EEO Statement: The Spaulding Rehabilitation Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.