Customer Support Specialist

Customer Support Specialist

Headquartered in Atlanta, Ga., Our Customer bridges healthcare providers and suppliers to ensure both sides know more about who they are doing business with today and who they should do business with tomorrow. Our Customer leverages its extensive vendor credentialing network to deliver software-as-a-service (SaaS) applications that give buyers and sellers increased transparency and information control as a foundation for collaborative and strategic relationships.

Position Summary:

Customer seeks a trustworthy, highly-motivated, and detail-oriented professional with at least 2 years of customer support experience. The Support Analyst will be primarily responsible for providing professional, courteous and efficient support for customers. This will be accomplished by managing the recording, analysis, prioritization, escalation, tracking and feedback of requests received in our Support Center via email or telephone.

Mission :

Provide profitable and effective customer service to the Vendormate user community. Strengthen customer relationships and exceed service expectations by ensuring every customer interaction is a positive experience.

Desired Outcomes:

Resolve 5.0 cases per hour.

Maintain a quality score of at least 95%.

Achieve and sustain a customer service satisfaction score of at least 90%.

Maintain login availability for 93.5% on average

Competencies:

Efficiency

Organization and planning

Attention to detail

Proactivity

Persistence

Results-oriented

Teamwork

Customer service/interpersonal skills

Accountability

Integrity

Positive attitude

**Must have experience working in a call center**

Responsibilities:

Identify, research and resolve customer issues questions and concerns in a timely manner.

Serves as liaison between the vendor and various departments within Vendormate.

Provide customers with product and service information.

Complete call logs and reports.

Recognize, document and alert the supervisor of trends in customer calls.

Recommend process improvements.

Other responsibilities, as assigned.

Qualifications and Experience:

Bachelor's degree and 2 - 5 years of experience working in a customer service/support environment, or equivalent combination of education and experience.

Knowledge of CRM, case management or support tracking tool.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to define problems, collect data, establish facts and draw valid conclusions.

Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.

Must be able to explain and enforce operating policies and procedures.

Must have the ability to grasp technical concepts with accuracy.

Familiarity with Salesforce.com is a plus

Familiarity with Microsoft Office Suite is a plus

All your information will be kept confidential according to EEO guidelines.