[Hiring] Customer Care Associate @MarketSource

Role Description

Responsible for receiving and processing incoming and outgoing phone calls/emails/chats and paper inquiries and complaints for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations.

• Perform calls to businesses and consumers to assess and qualify new prospects and address customer inquiries.
• Establish a good working relationship with team members and department contacts to improve overall service.

Customer Care and Technical Job Functions

• Connect with customers to resolve and find solutions to issues of a general and/or technical nature.
• Exercise exceptional communication skills to optimize each contact with customers.
• Process incoming and outgoing focused phone calls to collect information, investigate issues, or 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 manner.
• Maintain established quality, calls/interactions per hour, and response time metrics.
• Maintain excellent product knowledge and stay informed with training updates.
• Follow proper escalation pathways determined by each program.
• Escalate to Manager any situation that could adversely impact the Company or MarketSource.
• Handle customer support inquiries and complaints.
• Manage multiple channels of communication, including inbound and outbound phone, email, chat, and paper.
• Move between varying types of inquiries within the same shift.

Customer Retention/Generation/Qualification

• Perform calls to businesses and/or consumers to qualify prospects, generate leads, or retain customers.
• Optimize each contact by outlining opportunities and benefits of pursuing a relationship with assigned clients.
• Document interactions based on client specifications in an accurate and timely manner.
• Maintain established calls per hour and response time metrics.

General Associate Job Responsibilities

• Exercise exceptional customer service skills to optimize each contact with customers.
• Process calls in strict adherence to established policies, procedures, and quality standards.
• Assist in resolving routine program quality issues by identifying and researching issues.
• Maintain required documentation in an accurate and timely manner.
• Maintain strict confidentiality of information provided by customers.
• Maintain in-depth knowledge of assigned client's products and services.
• Establish and maintain professional relationships with internal/external customers.
• Escalate to supervisor any situation outside the employee’s control.

Related Duties as Assigned

• Job incumbents may be asked to perform other duties as required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined.

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.

Benefits

• 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).

Company Description

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