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Customer Support Specialist at Lifewatch

Posted in Other 8 days ago.

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Type: Full Time
Location: Rockville, Maryland

Job Description:

BIOTEL RESEARCH

CUSTOMER SUPPORT SPECIALIST

ROCKVILLE MD

MONDAY - FRIDAY ( 7:30AM - 4:30PM OR 10:00AM - 6:30PM )

POSITION SUMMARY:
The Customer Support Specialist is responsible for ensuring customer satisfaction and quality of service by maintaining contact with customers in mitigating complaints and concerns, obtaining feedback and retrieving products/devices.

RESPONSIBILITIES:

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Resolve customer complaints, special cases and answer customers' questions regarding policies and procedures * Identify key issues and suggest procedure changes (based on customer interaction)

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Responding to incoming customer voicemails
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Responding to incoming customer emails
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Adhere to quality standards, deadlines, and proper procedures, correcting errors or problems
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Handle difficult or complex problems and in resolving escalated complaints or disputes
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Record, analyze, report, track and trend customer inquiries, customer service issues, company issues communicate trends and solutions to department
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Coordinate communication for other Departments that impact customer
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Daily contact with customers for feedback and follow up
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Other job related duties as assigned

QUALIFICATIONS:

Education

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High School Diploma or equivalent required

Experience

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Experience in healthcare a plus; must be detail oriented, have excellent customer service and communication skills
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Experience in a fast-paced, high call volume, office or call center environment and familiarity with being evaluated based on quality and quantity of calls - highly preferred
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Teaching experience helpful

Knowledge/Skills/Abilities
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Computer skills are required including proficiency in Windows-based applications and MS Office - Excel, Word and Outlook using multiple platforms
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Self starter, demonstrates initiative and flexibility in a fast paced environment
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Being a team player, following through on tasks, problem-solving, and multi-tasking are required skills
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Patience, professionalism, excellent phone etiquette, and technical skills (can explain technology to people of all ages and skill levels) - required

BioTelemetry Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.