***Customer Service Rep | Remote in Chicago, IL| NO C2C****

Customer Service Rep

Remote in Chicago, IL

6-month Contract (Possible extension / conversion)

Up to $20 / Hr on W2

About the role :

The Customer Service Representative is responsible for providing exceptional customer service to fulfill customer needs in a timely and professional manner.

• Activities include : developing a deep understanding of systems, processes, products, services and customers; providing exceptional customer service;
• providing product information to secure new orders; participating in organizational activities to meet or exceed company objectives;

and representing company within the industry.

Responsibilities :

• Develops a deep understanding of company systems, processes, products, services and customers by attending and fully engaging in formal and informal training / mentoring sessions (e.
• g., initial 3 week training, new product / feature training); engaging in self-directed learning (e.g., studying information provided in a timely manner);

developing an in-depth knowledge of all systems, tools, templates and processes used within the department; developing and maintaining a current and comprehensive knowledge of all company products and services (e.

g., features, benefits, pricing, intended use, value proposition); developing and maintaining relationships with internal teams (e.

g., technical support, sales, management); and collaborating with peers and management to continuously improve (e.g., accepting critical feedback and implementing suggestions).

• Provides exceptional customer service by receiving and responding to inbound customer questions in a timely manner (e.g.
• live chat, e-mail, telephone, fax); gathering information to develop a deep understanding of customer needs and promote a "one contact" customer service environment;

fulfilling basic customer needs (e.g., resending invoices, resending DVDs, changing address); providing comprehensive responses to customer inquiries (e.

• g., billing questions, product use); escalating advanced technical issues to technical support (e.g., download issues); escalating customer complaints to a senior customer service representative or manager;
• providing detailed background information for all escalations; ensuring the highest level of accuracy, completeness and professionalism with all customer interactions;
• meeting or exceeding individual and team performance goals (e.g., chat / talk time, chats, emails and calls taken, speed of answer, service level, first contact resolution);

and maintaining timely and accurate records of all activities in accordance with company policy.

• Provides product information to secure new orders by fielding customer questions regarding company products and services;
• providing comprehensive answers to customer questions (e.g., product description, use, cost); promoting and articulating the value and benefits of company products and services;
• collecting information and securing orders for new customers (e.g., physicians, clinicians); cross-selling and up-selling products and services to existing customers;

and prequalifying and escalating potential enterprise leads to the enterprise sales team.

• Proactively pursues professional development activities (e.g., establishing personal networks).
• Manages time and company resources appropriately.
• Performs other duties as assigned by supervisor.

Requirements :

• Education : Bachelor's Degree from an accredited 4-year college or university preferred; doesn't have to be from the healthcare field.
• Experience : 2-3 years of customer service in an e-commerce setting or retail field preferred (experience of customer interaction across multiple channels - emails, chats, phones, website forms, etc).
• Resources may be requested to come onsite a few times a year for special meetings or events, but they will mainly be remote.
• Demonstrating strong analytical and problem solving skills.
• Demonstrating strong organizational, time management and multi-tasking skills.
• Demonstrating excellent written and verbal communication skills.
• Demonstrating strong interpersonal skills.
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
• Typing proficiency : 40-60 wpm.
5 days ago