Help Desk Technical Support

• Provide customers with product and service information
• Enter new customer information into system
• Manage and resolve customer complaints
• Utilizes Procurement tools to manage multiple sites and other administrative activities.
• Customer service agents may be inbound, outbound or a combination of both.
• Resolve customers service complaints
• Contact customers to respond to inquiries or to notify them.
• Refer unresolved customer grievances to designated departments for further investigation.
• Accurately and concisely document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• De-escalate cardholders and issues through solid troubleshooting, problem solving, customer service skills and follow-up. Follow proper escalation processes.
• Work closely with sales team
• Provide invoice and statement copies to customers as requested
• Communicate with customer and salesman when customer accounts have been placed on hold
• Maintain customer account information
• Ability to learn, use and work with INI (Interaction Client Agent Desktop Phone System) plus other supporting applications as needed such as; Semafone, FirsTech payment Interface, Kenan, Siebel, Kansys, MACC and Web Portal.
• Process credit card payments
• Prepare e-mails and issue RFI’s (requests for information) to Service Provider’s; follow-up to assure understanding.
• Additional job responsibilities assigned by your manager
• Provide customers with exceptional customer service
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Educate cardholders on usage; promote new or additional products and services.
• The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

• Ability to work and function in a fast pace call center environment with multiple priorities while handling inbound calls to meet required measured standards while maintaining a positive customer experience.
• Identify and escalate priority issues
• Manage communications and requests from field engineers through email and phone calls (more emails & tasks than phone calls).
• Serve as initial point of contact for potential customer via phone
• Document and update customer interaction within customer relationship management (CRM) system
• Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation
• Follow established call center processes utilizing knowledge base tool.
• Obtain and examine all relevant information to resolve customer service questions and to determine possible causes.
• Handle customer inquiries both over the phone and by email
• Maintaining a positive, empathetic and professional attitude toward patients always
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• Document all call information according to standard operating procedures
• Complete call logs
• Reports for work on time and maintains a satisfactory attendance record.
• Customer Service agents help customers via telephone to provide information about accounts and services.
• Research required information using available resources
• Keeping records of patients’ interactions, transactions, comments and complaints
• Ensure customer satisfaction and provide professional customer support
• Proactively follows up and coordinates with other departments to ensure resolution of customer issues.
• Update existing customer information
• Prepare and mail monthly reminder and past due letters
• Prepare lien releases
• Evaluate credit limits
• De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
• Produce call reports
• Researching service providers based on service, price, quality, availability and reliability.
• Initiate outbound calls to potential customers for sales consultations
• Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
• Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.
• Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers.
• Process orders, forms and applications
• Resolve short pays, deductions, or discrepancies’
• Enter data from these communications into corresponding systems while maintaining a high level of accuracy and efficiency to meet the 1-hour OLA for all communications throughout prescribed shift.
• Track and respond to all incoming field requests for corrective maintenance services.
• Identify and dispatch available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support.
• This includes using the proper escalation path and notifying the proper Service manager and Director and other appropriate EMC personnel.
• Exceed customer service expectations by providing an outstanding experience to every potential customer
• Obtain customer application
• Obtain customer payments
• Performs other duties as assigned, requested or deemed necessary by management
• Create account adjustments
• Performs miscellaneous duties as assigned by a supervisor or manager including customer account research, special reports and projects.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries regarding accounts.
• Help solve customer issues by properly escalating to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Answer calls and respond to emails
• Find, communicate, and negotiate with service providers throughout the US.
• Consistently demonstrates excellent collection service skills and ability to assist customers with their payment needs and have willingness to help customers in difficult times.
• Promotes good customer relations in all transactions and contacts.
• Exercises constant awareness and knowledge of privacy issues while working with customer accounts
• Responsible for managing a large volume of customer accounts
• Adhere to credit and collection policies and procedures
• Prepare, review and analyze customers aging reports
• Initiate collection attempts via phone calls, e-mails, and mailings
• Receive incoming phone calls from customers and colleagues
• A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.
• Examine, analyze and make recommendations on existing Service Providers
• Promote teamwork through consistency, reliability and group cohesiveness
• Resolve customers' service issues by performing activities such as registering and activating cards, linking accounts, transferring funds, etc.
• Orders parts for the Customer Engineers to expedite call handling. Maintain a basic understanding of account base information including internal contacts and basic requirements and procedures for major accounts. Track on-going corrective maintenance issues on turnover and maintaining continuity.
• Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.

Job Types: Full-time, Part-time, Temporary

Pay: $19.00 - $26.00 per hour

Ability to commute/relocate:

• Silver Spring, MD: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location