Client Support Representative

Job Description

REQUIREMENTS

• Urology experience highly preferred
• College experience preferred
• Account/Client Management experience preferred
• Ability to multi-task, prioritize, and manage time effectively
• General computer skills – with high proficiency in Microsoft Office
• Familiarity with CRM systems and practices
• Strong phone handling skills and active listening
• Strong interpersonal skills
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Customer orientation and ability to adapt/respond to different types of characters

RESPONSIBILITIES

• Managing incoming client calls – identify and assess clients’ needs to achieve satisfaction with a personable phone presence.
• Triage specialized questions to the correct department within Cleveland Diagnostics
• Build sustainable relationships with client accounts through open and interactive communication.
• Inventory Management and kit logistics, including scheduling and supplies.
• Contact clients to resolve routine matters related to account management.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Communicates with patients, clients, and referral sources both verbally and in writing to ensure questions and concerns are addressed in a timely manner.
• Responsible for handling and tracking all associated logs and incoming inquiries.
• Handle client complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Assist and support Commercial and Sales Team.
• Other duties as assigned by manager.

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