Customer Success Specialist

JOB OVERVIEW:  

This position is responsible for providing phone and email support to customers who require customized management typically requiring research.  The specialist provides an elevated level of service to improve customer satisfaction and retention. Responsible for maintaining confidential and highly sensitive information.  

KEY RESPONSIBILITIES: 

• Manages specific customer concerns related to the quality and terms of their service and makes all reasonable efforts to accommodate requests so the customer is retained. 
• Receives customer inquiries (telephone calls and e-transactions) on various issues, including orders, payments, and account service. 
• Works closely with sales team to write and help process customer orders.
• Handles invoice inquiries, order discrepancies, customer complaints and escalations.
• Processes applicable documentation and follow up on customer requests/inquiries through completion, ensuring quality service.
• Documents all customer interactions and other pertinent information in applicable databases to provide an accurate record of account history.
• Issues customer credits and tracks customer order shipments.
• Works closely with customers, internal departments and management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers.
• Performs additional department-specific duties related to the specialist position.

SPECIFIC KNOWLEDGE & SKILLS:   
 

• Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills.
• Professional appearance and presentation required.
• Excellent computer knowledge, especially with Microsoft Office applications.
• Ability to professionally handle and resolve stressful situations will be required.

• Excellent telephone skills, detail oriented and ability to handle confidential information.

GENERAL SKILLS & COMPETENCIES:   

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance‧ 

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.‧ 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.‧ 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.‧ 

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.‧ 

MINIMUM WORK EXPERIENCE: Minimum 3 years of customer service experience or equivalent required. 

PREFERRED EDUCATION: General education, vocational training and/or on-the-job training.‧ 

TRAVEL / PHYSICAL DEMANDS: No travel required. 

PERFORMANCE REQUIREMENTS:   

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations. 

HealthFirst is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.