Customer Service Representative II

Position Overview

The role of the Customer Service Representative II provides a superior level of customer service to all of our external as well as internal customers. This is a position for an upbeat person who is highly motivated, service driven and goal oriented, who will strive to meet and exceed customer’s expectations each and every time. She/He will be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast-paced environment. Must strive to improve customer relations with each and every interaction with our end user.

• Handle customer phone calls regarding their services in the upmost professional manner
• Support customers through online chat 
• Respond to customer inquiries through support emails
• Provides moderately complex technical support to clients
• Provides a variety of complicated tasks
• Provide Webinar support for Live Continued Education courses
• Responsible for renewing existing customers services as well as new services
• Take part in detailed special projects as assigned by management
• Provides moderately complex troubleshooting
• Able to resolve issues with highly escalated customers in a professional manner
• Resolving the customers concerns during the first interaction. 

• Posses a strong understanding of the organizations products and services
• Provides a superior level of customer service to all of our external as well as internal customers
• Must have 3-5 years customer service experience
• Should have 3-5 years of moderately complex technical support experience
• Call center experience preferred
• Familiarity with customer care concepts within the healthcare industry is  desired
• Superb phone etiquette and customer service skills
• Very strong oral and written communication skills
• Ability to troubleshoot and resolve customer issues
• Ability to work under minimal supervision
• Detail oriented
• Must be a fast learner capable of learning and understanding TRC products and services
• Possess strong multi-tasking skills
• Ability to adhere to scheduling requirements. 
• Ability to be flexible with responsibilities and work schedules