Associate Support Specialist

All the benefits and perks you need for you and your family:

•           Benefits from Day One
•           Paid Time Off from Day One
•           Career Development
•           Whole Person Wellbeing Resources
•           Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday - Friday, 8:00am - 4:30pm

Location: 5050 Wesley Rd Apopka, FL 32712

The role you'll contribute:

The Associate Support Specialistis the first point of contact for the resolution of both internal and external inquiries and requests, typically via phone, internet, and e-mail, related to Supply Chain's Consolidated Service Center (CSC) operations. Quickly analyzes customer concerns and needs. Resolves and/or coordinates resolution of issues in accordance with defined time limits. Initiates tickets,logs all interactions into a computerized call tracking system, and resolves or escalates appropriately. Understands and prioritizes/assists high priority areas with the right sense of urgency. Demonstrates a command of corporate and hospital facility processes related to Supply Chain. Recognizes both persistent and outage issues and routes, communicates, and follows through with a high sense of urgency. Responsible for follow-up and accurate troubleshooting of Tier1 and Tier emergent Supply Chain requests. Knows when to escalate issues and how to communicate to various levels of staff in an appropriate manner. Routinely works with confidential information/records and exhibits the highest level of confidentiality.

The value you'll bring to the team:

•          Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution.
•          Interfaces with CSC Customers to provide shipment dates, proof of delivery, and backorders information.
•          Demonstrates patience and ability to remain calm under stressful situations.
•          Provides expert level Tier 1 and Tier 2 support for emergent needs of the CSC and other non-system related issues with minimal hand-offs and escalations.
•          Accurate and timely documentation of issues and resolutions in the designated ticketing system, with a high degree of diligence
•          Prepares and processes all required documentation pertaining to the resolution of issues associated with the delivery of goods and services, and requisitions.
•          Maintains and builds relationships with CSC Customers.
•          Uses call scripts, procedures, policies, knowledge database, and other reference materials to assist in answering customer inquiries.
•          Escalates high priority issues as appropriate and understands the concept of "patient impacting" events as well as priority customers and "special" handling situations.
•          Escalates and follows through on cross-functional issues properly and in a timely manner.

The expertise and experiences you'll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

•          Associate degree or equivalent degree required, or 2 years of related experience required.
•          Minimum of one year of experience in customer service or information/technology position required. 

EDUCATION AND EXPERIENCE PREFERRED:

•          Experience in the healthcare industry preferred.
•          Experience in a supply chain shared services organization preferred.
•          Proficiency in PeopleSoft and TECSYS Elite Systems