Call Center / Customer Support / Account Coordinator
Company is unable to sponsor new Visas. Please email resume as a word document attachment. A global and profitable medical software company is looking for 3 Call Center/Technical Support Analysts (full time permanent or contract basis). The Call Center/Technical Support Analyst is the first voice of the company to serve the customers. They strive to complete all external customer requests on the first call. The Call Center/Technical Support Analyst (Account Coordinator) answers incoming calls from Customer, Repair and FST queues, fulfills internal and external customer requests and inquiries, resolves customer problems on an as-needed basis. Specific duties include customer order processing, returns, repair orders, data input and fulfilling customer requests regarding order status, pricing and substitutions. Duties & Responsibilities: Manages all external customer calls regarding orders, availability of equipment, etc. Resolves customer's problems Ensures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements. Conducts situational research for customer problem resolution Answers calls from the External Support and FST queues. Call volume is approximately 800 queue calls per month. Responsible for booking call in-orders averaging 500 per month. Creates orders from hard copy PO’s received via fax from hospitals, clinics, and doctor’s offices Handles FST voicemail and faxed orders. Answers incoming calls from Customer, Repair and FST queues, fulfills internal and external customer requests and inquiries, and resolves customer problems on as-needed basis. Specific duties include customer order processing, data input and fulfilling customer requests regarding order status, pricing and substitutions. Prepares credit and debits to adjust accounts. Stays current on promotions, procedures, policies, product updates and system changes Prepares discount authorizations while obtaining appropriate approval. Notifies sales reps orders over $5K and credit over $1500 The company offers full benefits (PPO & HMO) including dental and vision, matching 401K, 3 weeks of vacation, paid sick days, Short and Long Term Disability, Life Insurance, Tuition reimbursement, Program, casual dress and flexible work hours that all start upon employment. Requirements: A minimum education level of a High School Diploma 1-3+ years of experience in a Call Center Must be able to pass a drug screening and background check Possess exceptional organizational skills and the ability to multi-task. The ideal candidate should have high volume call center, data entry, and extensive customer service experience. The candidate must be customer-centric, enthusiastic, and self-motivated. The candidate must be a team-player committed to actively participating in ongoing and continuous improvement of department processes and procedures. This position requires a sharp, high-energy, detail-oriented individual who possesses excellent interpersonal skills, telephone etiquette and verbal communications skills. The ability to handle all external customer calls in a professional and courteous manner is critical to success in this role. Candidates must also possess solid business writing skills, problem solving skills and the ability to calculate figures and amounts (such as percentages) when processing orders or account adjustments. Qualified candidates will possess strong computer skills and will be trained on the Company's sales and distribution system. Prior experience using MS Word, MS Excel and MS Outlook are required; prior experience using SAP is highly desirable. Knowledge of medical terminology is a strong plus, as this individual will also be required to learn the necessary medical terminology to function effectively in the role.
El Segundo, CA
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