Job Title: Account Representative I Summary: Entry level representative responsible for providing premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner. At minimum, this position handles the primary business, or contact type based upon the needs and structure of the client. Essential Duties and Responsibilities include all or majority of the following below. Other duties may be assigned.Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.Provides prompt and accurate service to promote customer loyalty for the client.Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.Ensures that production and quality expectations are achieved and meet or exceed all client contractual requirements. Supervisory Responsibilities: This position does not have direct reports. Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience:Minimum of a high school diploma or general education degree (GED); related experience and/or training; or equivalent combination of education and experience, preferably in a contact center. Bachelor??s degree (BA) and/or healthcare license or registration may be required based upon program requirements. Language Skills:Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person. Reasoning Ability:Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations. Computer/Technical Skills:Ability to type a minimum of 35 words per minute (wpm) with a high degree of accuracy while talking; proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer??s inquiry. Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.). Other Skills and AbilitiesAbility to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements. Other Qualifications:This position may require participation in and possible travel to training sessions, completing self-study, certification and call monitoring. Certificates, Licenses, Registrations:This position requires completion and certification of all program-related training, Do Not Call and all other Privacy and Compliance related training. C3iSolutions Values: To perform the job successfully, an individual should demonstrate the following competencies: C3iSolutions Values:Integrity: C3iSolutions associates will always try to do the right thing. We are honest and straightforward with each other. We uphold the values and principles of C3iSolutions in every action and decision. We are data-based and intellectually honest in advocating proposals - including recognizing risk.Collaboration: We respect C3iSolutions colleagues and treat everyone as we want to be treated. We have confidence in each other??s capabilities and intentions. We believe that people work best when there is a foundation of trust. We work toward a win/win solution as a team - across departmental lines - doing what is right for all stakeholders.Accountability and Empowerment: We all strive to be business owners, taking appropriate action, controlling our work and making decisions. We treat the company??s assets as our own, always with our long term success in mind. We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.Passion: We are all determined to be the best at doing what matters most. We have a healthy dissatisfaction with the status quo. We have the utmost desire to improve and to win in the marketplace.Innovation: We place great value on Innovations and creating quality services that meet the long term needs and wants of our clients. We challenge convention and seek to reinvent the way we do business to excel in the marketplace and achieve superior results for our clients.Courage: We have the strength to do what is right, even in the face of personal or professional adversity. We are willing to take calculated risks in search of excellence, and we seek to learn from both failures and successes to help ourselves and C3iSolutions improve on an ongoing basis. Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that an employee encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee must occasionally lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.