Client Care Specialist

Tampa, FL, United States

Ref#: 908

Date published: 25-Aug-2017

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The Client Care Specialist is responsible for acting as a liaison between customers and Nextech. The CCS will advocate for all existing customer needs throughout their relationship with Nextech as it pertains to orders, account questions/discrepancies, billing, cancelations, complaints, and/or inquiries of various natures outside of direct sales activity. The CCS will act as a liaison to provide product/services information and resolve any emerging problems that customer accounts might face by collaborating with internal teams cross-departmentally.


 

The Client Care Specialist will work directly with the Account Managers and Associate Account Managers, as well as a number of other representatives within the organization, to ensure an exceptional customer experience.  The ideal candidate for this role will have excellent customer services skills and be the “voice of the customer” internally.


 

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.  


 

Essential Functions: In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:


Customer Service:

  • Greet customers warmly and ascertain issue type or reason for calling
  • Serve as gatekeeper to the sales team and internal organization

  • Triage customer calls, voicemails and emails as needed

  • Advise customers on basic company information (requires an understanding of the business strategy and value proposition)

  • Facilitates customer communication initiatives with regard to key product changes, updates, and compliance

  • Act as first responder in the event of system interruptions

  • Reach out to client base regarding upcoming deadlines for compliance purposes

  • Proactively reach out to the client base via phone, email and other methods

  • Follow up with implementation and accounting teams regarding post-sales order inquiries

  • Work directly with accounting to resolve all payment issues

  • Consolidate and enter Account Manager documents and notes into Salesforce to ensure customer records are accurate and up to date

  • Maintain customer records in Salesforce on an ongoing basis

  • Collaborate with marketing department as it pertains to customer participation in PR initiatives

  • Contribute to ongoing team effort to accomplish group/shared goals

  • Manage large volume of incoming calls professionally

  • Escalate issues through the appropriate Associate Account Manager or Account Manager

 

Basic Qualifications:

  • High school diploma or equivalent; college degree preferred

 

Additional Qualifications:

  • Excellent oral and written communication skills.  Ability to communicate effectively in writing and verbally with internal and external clients/prospects.

  • Demonstrated skill and ability to be self-motivated, dependable, persistent, flexible and personable and to work independently

  • Ability to analyze for the purpose of understanding the client’s needs.

  • Contribute to team effort by accomplishing related results as needed

  • Proven customer support experience

  • Strong phone contact handling skills and active listening

    Familiar with Salesforce

  • Customer orientation and ability to adapt/respond to different types of characters

  • Excellent communication and presentation skills

  • Ability to multi-task, prioritize and manage time effectively

     

    Working Environment/Physical Demands 

                 

    Working Environment:  

  • General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.  

  • Periods of stress may occur.

     

    Physical Demands:  

  • Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.

  • Some walking and standing relative to interaction with other personnel.   


Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise.  It does not alter the "at will" employment relationship between the company and the employee.