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Form of work
SalaryCustomer Support Agent (Multiple day shifts available)
DESCRIPTION:
Founded in 1969, ABFM is a not-for-profit, private organization whose mission is to improve the health of the public through Board Certification, Residency Training, Research, Leadership Development, and promoting the development of the specialty of Family Medicine. Located in Lexington, Kentucky we are looking for the next world-class Support Center Agent.
The Support Center Agent will provide world-class technical and non-technical support to Family Physicians through multiple channels such as live calls, chats, voicemails, emails, and faxes to assist with internet-based applications and administrative questions. The Support Center Agent is expected to facilitate and resolve issues with discrepancies and/or customer complaints to ensure consistent customer satisfaction.
The Support Center hours of operation are Monday – Friday 8:00AM – 9:00PM and the occasional Saturday 9:00AM – 5:00PM and Sunday 12:00PM – 5:00PM.
SPECIFIC RESPONSIBILITIES:
- Handle inbound customer inquiries and provide exceptional Customer Service.
- Become the subject matter expert on software developed by the ABFM and be able to assist physicians.
- Has a background and strong knowledge of Customer Service processes including handling inquiries and technical troubleshooting all while maintaining a positive attitude.
- Proven work ethic and a team player.
- Ability to multitask and work with multiple systems to manage and maintain customers.
- Excellent analytical and problem-solving skills, with high attention to detail to resolve customer technical and non-technical concerns.
- Efficiently and accurately document all conversations and escalate if warranted.
- Perform above the standards in evaluation reviews by supervisory personnel.
- Alert management to service concerns not resolved in a timely and acceptable manner.
- Ability to communicate effectively by email.
- Performs other duties as required or assigned for professional development.
- Must take initiative and possess a strong sense of urgency.
- Excellent communication skills.
- Has experience and is confident with level 1 technology.
POSITION REQUIREMENTS:
- High school diploma or equivalent
- Previous work experience in the Customer Service/support field
- Knowledge of Microsoft Office components (Word, Excel, Outlook)
- Professional attitude and appearance
- Professional office experience
- Accustomed to Call Center metrics
- Be coachable
- Must be reliable
- Maintain an open flexible schedule to meet the needs of the organization.
Job Type: Full-time
Pay: $16.75 - $19.25 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
