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Customer Service Support

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  • ID: 496164
  • Posted: 11/17/2021
  • Location: Norcross, GA
  • Category: Admin - Customer Service / Call Center
  • Job Type: Temporary
  • Duration: 3 - 6 Months

Description

Acara Solutions is looking for an Customer service support for our Client located in Norcross, GA

  • As part of the Customer Care Team, you will provide front line support to our customer's concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. 
  • Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. 
  • Successfully resolve routine problems in a way that makes sense to recover the customer to our brand while promoting customer advocacy.
  • Continuously provide accurate information with a goal of exceeding customer expectations.
  • Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives.
  • Log all received emails and chats into our customer support SFDC case system.
  • Use judgement to determine when to escalate incidents to Tier 2 and technical teams.
  • Monitor inquiries to identify repetitive issues that may be arising.
  • Develop knowledge articles to decrease resolution time.
  • Collaborate with Tier 2 to enhance knowledge and improve service level agreements.
  • Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies and resources
  • Accurately process daily order and product returns using multiple business systems
  • Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
  • Prepare and execute on various reports such as the daily backlog and billing reports
  • Coordinate with various internal groups on customer issues.
  • Gain autonomy and advanced knowledge of workflows
  • Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
  • Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
  • Maintain timely status of training records at all times
  • Maintain an appropriate level of confidentiality with regard to customer and company data
  • Foster and contribute towards a positive and collaborative culture

Pay and Benefits:

  • The Salary for this position is between $ 13.96 and $ 17.45 per hour (Max Pay rate).
 
Job Requirements

 
Required Skills / Qualifications:
  • High School Diploma or GED
  • Minimum of 3 years' experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment.
  • Minimum of 3 years' experience with customer service, sales, marketing and supply chain
  • Minimum of 3 years' experience with CRM/SAP, SFDC and ERP
Preferred Skills / Qualifications:
  • Associates degree 
  • Superior written and verbal communication skills.
  • Calm under pressure, can execute and thrive in a high-volume, continuously changing, fast-paced environment.
  • Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
  • Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
  • Possess a good understanding of customer and internal escalations
  • Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
  • Service-minded team player with a positive attitude and strong work ethic.
  • Strong attention to detail and understanding of revenue recognition requirements.
  • Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn

Additional Information:

  • Upon offer of employment, the individual will be subject to a background check and a drug screen

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct, and Aleron's strategic partner, SDI) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
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