Sr. Customer Care Associate BIL

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the worlds most iconic brands. We design operationalize and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first working together to make others successful andestablishinga rich and empowered work culture we create opportunities for our people and the businesses we serve to be successful.

Responsible for connecting with healthcare professionals in English and this role were requiring strong communication and presentation skills to provide education and awareness to client products. Associates are responsible for processing various incoming and outgoing education focused phone calls for assigned clients and programs in accordance with policies procedures quality standards and federal laws and regulation.

Essential Duties:

Customer Care and Technical Job FunctionsConnect with customers and potential customers in order to help resolve and find solutions to customer issues of a general and/or technical nature while ensuring adherence to corporate and department policies and procedures

• Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential customer
• Process incoming and outgoing focused phone calls to collect information investigate issues or diagnose and troubleshoot problems
• Research and resolve issues within the scope of responsibility
• Obtain enter and verify customer information in designated systems
• Document customer notes with clear concise explanations in a timely and accurate manner navigating systems while on the phone and documenting as much of the conversation in real-time as possible
• Maintain established quality calls/interactions per hour and response time metrics while supporting overall goals and objectives
• Maintain excellent product knowledge stay informed with training updates and email updates
• Follow proper escalation pathways determined by each program and situations
• Escalate to Manager any situation as documented in procedure or is outside of the associates control that could adversely impact the Company or MarketSource
• Ability to handle customer support inquiries and customer support complaints
• Ability to manage multiple channels of communication including inbound and outbound phone email chat and paper
• Ability to move between varying types of inquiries within the same shift
• Communicate in English and Spanish

Customer Retention/Generation/Qualification:

As required perform calls to businesses and/or consumers in order to further qualify prospects generate leads or retain customers for assigned client and program ensuring adherence to established policies and procedures

Customer Care Associate Job Description:

This job description indicates in general the nature and levels of work knowledge skills abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• Optimize each contact by outlining opportunities and benefits of pursuing relationship with assigned client
• Document interactions based on client specifications in an accurate and timely manner
• Maintain established calls per hour and response time metrics while supporting Company goals and objectives

General Associate Job Responsibilities

• Exercise exceptional customer service skills in an effort to optimize each contact with the customer
• Ensure that calls are processed in strict adherence to established policies procedures quality standards as well as applicable federal laws and regulations
• Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
• Maintain required documentation in an accurate and timely manner using established systems
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
• Maintain an in-depth knowledge of assigned clients products and service as well as policies and procedures regarding customer calls
• Establish and maintain a professional relationship with internal/external customers team members and department contacts
• Escalate to supervisor any situation outside the employees control that could adversely impact the services being provided

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities duties and responsibilities required of job incumbents
• Consequently job incumbents may be asked to perform other duties as required
• Also note that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Minimum Qualifications:

• Ability to demonstrate internet-based multi-screen computer navigation with ease
• Ability to demonstrate handheld wireless device navigation and troubleshooting capabilities
• Ability to demonstrate customer engagement soft skills
• Ability to demonstrate understanding of the FDA regulated Healthcare environment
• Minimum 6 months Healthcare experience or 6 months customer service experience preferably in a call-center environment
• Preferred technical troubleshooting experience
• Preferred customer service experience
• Ability to fluently speak English & Spanish

• Medical dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO Vacation or Sick Leave)