Our client has an exciting contract opportunity in their Member Support department for a Member Support Specialist to join the corporate office in Irving, Texas. You must have excellent communication skills, both verbal and written, be detail oriented and have the ability to learn new software products/systems. You must be analytical, organized, and able to prioritize and work independently.
Duration: 6 months with potential to convert to full time. Must be willing to be onsite 3 days a week (T/W/Th).
This position will focus and learn first about all clinical products at the client. Clinical products are very analytical. The right person will love to learn continuously, solve problems for clients and work via email and phone. The ideal individual will understand how to read between the lines on what a customer is asking or having trouble with. Must be good at asking the right questions to pull the information out of the customer. This is a contact center position that provides customer service and technical support. Former Help Desk can be useful, but this person must have been a product service specialist in a call center environment. This person will need to be able to retain information about a large number of products and also be able to research to find solutions, if they do not know the answer.
Required Skills & Experience
Excellent communication skills (Verbal, Written, and excellent Grammar are very important)
3+ years phone and email support for products (solving problems that may take days to solve due to research to find the answer)
External client facing
Call center environment experience
1+ Year help desk experience preferred
Strong problem-solving skills
Customer Service/Product service experience
Critical/Analytical thinking
Reading Comprehension
What You Will Be Doing
Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
Assist members with password reset issues via phone
Provide support to members via troubleshooting of issues on products
Provide website support to members via phone and at times via email or chat
Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
May initiate customer contact to proactively identify and address customer needs
Monitors the resolution process to ensure other departments follow through on requests
Provide product and service information for members by researching multiple databases for resolution
Follow up on member inquiries not immediately resolved