Customer Service ( Remote ) at EMR Associates in New York, New York

Job Description:

Customer Service Representative will provide exceptional customer service support for a number of products and services. The primary responsibility for this position is to provide customer service phone support for the needs of health care providers and pharmaceuticals sales representatives.

Key Responsibilities:

Aiming to transcend customer’s experience every time.

Maintaining a positive, empathetic and professional attitude toward customers at all times.

Gaining expert knowledge and understanding of the company’s services and applications.

Building relationships with customers to create a reputation of exceptional customer service.

Following strict guidelines, processes and company standards.

Responding promptly to customer inquiries.

Ability to de-escalate issues in stressful situations.

Communicating with customers through various channels.

Acknowledging and resolving customer complaints.

Communicating and coordinating with colleagues as necessary.

Ensure customer satisfaction and provide professional customer support.

Providing daily follow-up to ensure customer satisfaction.

Tracking “Open Tickets” and keeping ticket histories current and complete, including customer interactions, transactions, comments and complaints.

Answering “how to” questions and directing customers.

Monitoring all customer support calls in the call-tracking system.

Returning calls from customers, as well as entering new issues or requests into the call-tracking database on a daily basis.

Documenting resolutions and offering suggestions for inclusion in department knowledge base.

Ability to read from scripts.

Passionate, friendly and enthusiastic attitude towards customers.

Qualifications/Competencies:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.

Compliance with all personnel policies.

Education, Experience & Technical Requirements:

1+ years of customer service experience.

Experience servicing high-end customers in a call center setting.

Experience working with chat based Customer Support Web Application.

Required understanding of standard concepts, practices, and procedures within the technology field.

Ability to work flexible hours.

Ability to type 40 wpm.

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