Delivery Ops - Account Support Rep Level 4

Once selected you should be eligible to pass through the Drug Test and Background Test .
Role: Account Support Rep Level 4
Location: Tampa FL, 33634
Contract Duration: 12+ Months
Shift Hours: Monday to Friday 8:00 am to 5:00 pm

ESSENTIAL FUNCTIONS:

• Lead daily service delivery functions for HCA Healthcare Enterprise, aiming to drive superior customer service through effective external communication strategies.
• Coordinate with on-site team (4 employees or more) to ensure workflow and team activities meet contracted service levels.
• Interact with internal account team members (sales & operations, and 3rd party) to support account strategies and initiatives.

MAIN RESPONSIBILITIES:

• Manage communications for jobs in progress, special requests, and production timelines with customers and 3rd party vendors.
• Act as the first point of contact for a specified customer base, handling project discussions, job inquiries, and vendor support.
• Develop a community of practice and contribute to improving customer experience and awareness of client’s needs.
• Communicate with day-to-day account key contacts and 3rd Party providers.
• Record all incidents within the operation and ensure timely resolution.
• Participate in quality and procedures’ improvement initiatives.
• Develop coverage plan for back-up as required.
• Ensure contracted SLAs are consistently achieved and tracked.
• Coordinate employee customer training and support critical processes such as Client Accounts Procedures Manual (CAPM) via Global Services Delivery Model.
• Build and update WebCRD catalogue for assigned Division during onboarding process and as client requests.
• Become proficient with online Tools (WebCRD, ODNet, etc.) and communicate rejected file issues promptly.
• Vend custom jobs per Division, per customer requirements, and track Client order tracking included.
• Maintain workload balance with team members.

EXPERIENCE:

• 5+ years relevant experience.
• Experience with extensive array of network color printers and Digital Front Ends.
• Experienced with advanced principles of color theory, color calibration process and instruments, color management, gamuts, and ICC color profiling.

EDUCATION:

• Minimum High School diploma or equivalent.

EDUCATION VERIFICATION:

• Yes

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.