Job Description

Full job description

POSITION SUMMARY

Provides outstanding service to customers; resolves product or service problems; attracts new potential and increased activity from existing customers and maintains accurate customer data throughout the entire order process. Supports multiple lines or business segments and provides support to customer through multiple channels.

PRIMARY OBJECTIVES AND RESPONSIBILITIES

• Provides exceptional customer service by developing customer relationships utilizing an in-depth product and company knowledge and customer familiarity through inbound calls and email channels.

• Identify customers’ needs, clarify information, research issues, and provide accurate, satisfactory answers to customer queries and concerns. Follows call center “scripts” when handling different types of calls.

• Possesses advanced knowledge of multiple service lines, systems, and processes to provide comprehensive support for multiple business segments.

• Resolves product or service problems by utilizing developed procedures to clarify the customers’ complaint; determine the cause of the problem; guide the customer through troubleshooting and select the best solution to solve the problem. Follows up to ensure resolution.

• Utilizes in depth product knowledge to resolve product issues providing tier II product support to customers and Specialist I to resolve equipment issues.

• Accurately enters customer orders and route them to the appropriate service site.

• Manages a high volume of tasks through multiple channels in a timely and efficient manner.

• Keeps comprehensible records of all customer interactions in call center databases and maintains accurate customer data by updating system information.

• Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services and presenting product opportunities to customers and routing service leads to Inside Sales specialists for follow up.

• Other core expectations as defined and requested by your direct supervisor/manager.

QUALIFICATIONS

• High School Diploma required

• College degree preferred or minimum 4 years of customer service experience or equivalent.

• Proficient in all platforms, systems and tools used to provide service to customers.

• Previous experience in a high-volume call center is preferred.

• Available to work weekends and holidays as needed.

• Ability to multi- task, set priorities and manage time effectively is preferred

• Proven track record of new business generation resulting in increased revenue.

• Health care industry knowledge preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong Communication Skills: Strong phone and verbal communication skills along with active listening.

• Business Savvy: Easily identifies reasons for problems and can find effective solutions. Has self-control, patience, and ability to make decisions under pressure.

• Product Knowledge: Solid knowledge of all products and solutions sold in their market, including competitive products; applies independent judgment to recommend products for a given customer's situation

• Organization Skills: Practiced documentation skills and detailed oriented. Demonstrates reliability and flexibility. Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Applies time management skills critical to success.

• Relationship Building and Influence Builds strong relationships with customers, through frequent phone contact and strong product knowledge and advice Uses customer-oriented telephone etiquette to gather information. Greets callers, establishes rapport, and projects a professional tone.

• Strategic Vision: Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and may lead team members to accomplish objective

• Computer skills: Entire MS Suite, Customer Relationship Management Software, order management systems

“This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.”

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports.

Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact [email protected].

Primary Job Location:

Hays KS Branch

Additional Locations (if applicable):

Job Title:

Customer Care Specialist II

Company:

Agiliti

Location City:

Hays

Location State:

Kansas

Job Tags

Daily paid, Holiday work, Full time, Temporary work, Local area, Flexible hours, Weekend work,

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