Client Support Rep

Client Support Rep

W Des Moines Office - West Des Moines, IA 50266

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.

Qualifications

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 Requirement

• Minimum years of work experience: 2 years
• Experience working with healthcare professionals in a fast-paced clinical setting preferred
• Minimum level of education or education/experience: High School Diploma
• A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor's degree in a related field from an approved and accredited college or university.

Physical Requirements

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing
• Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.
• This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain.

What's In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• Company 401k and Roth retirement plans with employer match