Customer Care Coordinator

• Responsible for providing accurate information to clients pertaining to products services and offerings of Myriad; accurately explaining the various service and quoting services and/or coordinate advance conversation with internal subject matter experts
• Review and respond timely to phone tickets and electronic correspondence; promptly address program inquiries administrative questions and concerns with professionalism and attention to detail; administer prompt and appropriate resolution
• Responsible for ensuring client needs are promptly and accurately addressed through independent support and/or in collaboration with appropriate Myriad team(s) support
• Assist with overflow incoming calls to ensure all calls are answered in first person. Create a ticket to include details of the service request; transfer calls as appropriate

• Serve as the subject matter expert for the Advisor Club Program; maintain accurate records of client conversations; actively and accurately utilize Projects TMI and other applicable Myriad approved tools to document status updates to confirm a clear line of communication is maintained
• Serve as project manager for Management Print Service (MPS) Program; interact with vendor(s) and clients to ensure smooth project management implementation and ongoing support needs are met
• Maintain database and active prospect list of customer; follow through on proposals sales client engagement and orders; manage all sales and business transactions start to finish to confirm completion in collaboration with appropriate departments/Leadership members
• Maintain up-to-date client data in the TMI system and contact database for purposes of cross sales and reporting scheduling fee tracking and marketing; consistently connect with clients to guarantee records are accurate
• Coordinate analyze and work in conjunction with Leadership to improve customer service offerings to aid in meeting and exceed company goals

• Address clients in a friendly sincere and professional manner at all times
• Maintain and continually seek to advance upon product offerings. This is critical knowledge for offering quick and accurate assistance and product support to customers
• Properly dispose of client information; ensure appropriate handling of all outdated and unnecessary information through shredding on a regular basis
• Develop and follow-through with professional development goals with-in determined timeframe

• Bachelor or Associates degree preferred; Completed college coursework in conjunction with work experience will also be considered.
• Minimum of two years of professional phone-based Customer Service experience with active and engaged understanding of multiple products
• Empathy in understanding client emotion and point of view
• Adaptability mental flexibility to respond to a variety of situation in whichever way our clients reach out to us i.e. phone email social media or in person.
• Persuasive speaking skills to ensure a positive client service experience; focus on solution and show patience understanding and brand loyalty; Display self-control during stressful client interactions; Ability to maintain professionalism at all times
• Effective listening by taking time to understand the issue paying attention during the conversation and rephrasing in your own words to express understanding and clarity to the conversation
• Knowledge is Key! Ability and drive to remain up to date on company product specs the process for engagement and ability to answer customers questions efficiently; Self Awareness of personal knowledge limits to avoid misinformation or misleading answers but instead offer to find the answer/solution

• Delivery of professional verbal communications; Written communications that are free from error to be delivered timely in an effort to build relationships with each interaction
• Time Management is a must to include outstanding planning foresight
• Demonstrates a commitment to accuracy by delivering high quality work consistently
• Intermediate to advanced level computer skills including working knowledge of the Microsoft Office suite with strong skills in Word Outlook and Excel
• Ability and willingness to learn and effectively utilize new technologies as requested and required in all aspects of the job

• Comfortably connect with clients in an open and informative way that supports the Myriad C.A.R.E interaction style with our clients
• Positive: Create support and encourage a positive work environment; Energetic eager to learn team player and willing to cooperate
• Approachable: Genuinely encourage business interactions with client strategic business partners and internal team members; become and remain a reliable go-to resource
• Extraordinary customer service skills and presence while possessing a positive attitude through all client interactions

• Energetic team player with the ability and willingness to learn and effectively utilize new technologies as required and required
• Retain a fast-paced working environment balances competing priorities and flexing between many tasks at any given time
• Dependable: Punctual to scheduled work shift/schedule internal and external meetings. Consistently following through on tasks projects and client commitments
• Manage multiple client demands simultaneously shift priority when the need arises and consistently demonstrates flexibility and positivity

• Treat all people with courtesy politeness and kindness. Encourage peers and clients to express opinions and ideas. Listen to what others have to say in conjunction with respectfully expressing your viewpoint
• Consistently seek out ways to provide service and solutions to clients that will positively impact their transition and long-term business structure. Recognize clients business needs and think creatively to offer solutions to exceed those needs
• Brand Loyalty: Loyal and trustworthy to positively promote and display the Myriad brand products and service offerings

• Maintain a self-driven results-orientated outlook with a positive focus on the overall success for client strategic partner and Myriad
• Confidential: Discreet in all aspects of the job; maintain confidentiality in all circumstances
• Adhere to processes and procedures to ensure the highest degree of efficiency is maintained; adheres to budget guidelines reduce expenses as applicable without jeopardizing the quality of output
• Display strong work ethics and morals; Is driven and motivated to advancing their career through hands on experience and evolving industry knowledge

• While performing the duties of the job the employee is regularly required to stand sit walk use hands to finger handle or feel reach with hands and arms stoop kneel crouch or crawl and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and the ability to lift a minimum of 50 pounds.

Required Experience:

IC