Customer Service Rep

Duration:  1 year potential to  extend
Location: Alpharetta, GA
Shift: 24*7 Operations. Candidates should be available to work 7 days a week. At times, even weekend.


An ideal candidate for this role will be an expert in delighting our customers and will possess the heart and commitment for assisting people with a proven record of delivering world-class customer support. 
Successful candidates will possess the following highly desired qualifications: 
 Demonstrated integrity and commitment to customer satisfaction and a passion for excellence while servicing customers 
 Basic knowledge of the healthcare organization, products and/or services 
 Superb organizational skills and attention to detail 
 Works well under pressure and able to operate in a multi-tasking environment 
 Strong communication/listening skills with a positive "can-do" attitude 
 Proficient in computer skills and programs 
 Typing speed of 60+ WPM 
 Experience in Healthcare environment preferred 
Customer Support 
 Provides world class customer support via multiple channels to internal and external customers 
 Takes a proactive role in personally owning and continuously improving the customer experience 
 Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams 
 Reconfirms customers’ needs by asking probing questions 
 Performs self-monitoring of individual calls to ensure you are providing the highest level of world class customer support 
 Uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions 
 Responsible for verification of, and correct documentation relating to internal/external customers request for service 
 Understands the relationship between individual performance and customer expectations 
 Demonstrates exceptional soft skills in every customer interaction by conveying a positive attitude 
 Proactive observation of internal processes submitting suggestions that will result in an positively enhanced customer experience 
 Ability to quickly adapt to change or unfamiliar situations in a dynamic setting 

Job Knowledge, Metrics and Business Results: 
 Service Level Agreement 
 Utilization of Remote Support Engineers 
 Adherence to work schedule 
 Team Customer Satisfaction 
 Individual Quality Monitoring 
 Training Compliance 
 Adherence to internal processes 
Teamwork: 
 Functions as an active member of the team and shares knowledge and experience to resolve customer issues 
 Active participation as a team member 
 Communicates with and helps others resolve issues 
 Shares knowledge/expertise with the team 
 Assumes additional responsibilities to help the overall success of the team 
 Viewed by co-workers as an accessible and dependable resource 
 Takes ownership and displays a positive attitude 
 Eager to win by taking an outside in perspective to serve our customers 
 Team up to excel by being willing to learn, able to improve and open to develop 
Job Performance: 
 Handles all calls in a timely manner 
 successfully completes required training and demonstrates an understanding of that training. 
 Problem solving skills and resourcefulness 
 Professional development (including quarterly self-evaluation and development plans) 
 Timely and successful completion of assigned projects 
 Participates in cross-functional activity (as needed) 
 Fulfills all designated training requirements 

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