[Hiring] Customer Care Associate @MarketSource

Role Description

Responsible for receiving and processing incoming and outgoing phone calls/emails 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 diagnose and 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 further qualify prospects, generate leads, or retain customers.
• Optimize each contact by outlining opportunities and benefits of pursuing a relationship with assigned client.
• 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 the customer.
• Ensure calls are processed in strict adherence to established policies, procedures, and quality standards.
• Assist in resolving routine program quality issues by identifying and researching issues in a timely manner.
• Maintain required documentation in an accurate and timely manner.
• Maintain strict confidentiality of information provided by customers.
• Maintain an in-depth knowledge of assigned client's products and services.
• Establish and maintain a professional relationship with internal/external customers.
• Escalate to supervisor any situation outside the employee’s control that could adversely impact services.

Related Duties as Assigned

• Perform other duties as required.
• Responsible for properly using, maintaining, and returning any company equipment and assets.
• This position requires you to be on camera for training and meetings.

Qualifications

• Ability to demonstrate internet-based, multi-screen computer navigation.
• 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.

Requirements

• Must be able to handle customer support inquiries and complaints.
• Ability to manage multiple channels of communication.
• Ability to move between varying types of inquiries within the same shift.

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.