MAIN RESPONSIBILITIES / DUTIES
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities, as other duties might be assigned or required.
Respond to treatment option status information, questions and issues received from customers via phone and / or email;
regarding issues like : what is the status of the treatment, where are my ordered items, general inquiries on our products, etc.
For registrations, initiate contact with customer to clarify cancelation policies and auditing policies, assist with online incomplete registrations.
Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or email;
such as complaint follow-ups, reassigned calls, etc.
Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
Possess comprehensive knowledge of company procedures and product information / materials.
Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality.
Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters.
Generate the appropriate task, assignment; follow up, note or resolution for each contact.
Update and inform about incorrect or outdated customer and patient’s information, found on any of the customer databases.
Competent in the use of the customer support phone and data systems and the corporate web site.
Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
Participate in special projects and / or training when requested.
Make proper use of company resources.
Additional responsibilities :
Ensures the effective fulfillment of objectives and deadlines
Comply with all safety policies, practices and procedures.
Report all unsafe activities to supervisor and / or Human Resources.
Performs other duties as assigned
REQUIREMENTS / QUALIFICATIONS
High school diploma is required. BA / BS degree or its equivalence in experience is a plus.
Related experience and / or training; or equivalent combination of education and experience in contact centers is preferred.
Must be highly fluent in English, excellent verbal and written English communication skills. Overall, excellent communication skills are required.
Fluent English required (reading, writing, and conversation).
Fluency in other languages as required by the business.
SKILLS / COMPETENCIES
Must have good interpersonal skills and the ability to work cross-functionally.
Ability to focus attention to detail.
Ability to consistently follow through with projects to completion.
Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
Strong leadership and excellent people skills.
Advanced typing skills.
Must be familiar with computers and standard software programs (Excel, Word, e-mail, etc.).
SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Contact center certifications are a plus.
WORK ENVIRONMENT DEMANDS
No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear.
Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms.
The noise level in the work environment is usually moderate.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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