Job Title: Account Representative III
An account "Subject Matter Expert"(SME) and resource for the account representatives and management; supports the handling of customer inquiries about products or services, in support of C3iSolutions and Client goals .MUST HAVE PREVIOUS SALES EXPERIENCE, OUTBOUND CALLING .Able to work M-F between 6:00am
Essential Duties and Responsibilities include the following (variations may apply). Other duties may be assigned.
Handles customer contacts via social media, chat, phone or email as needed to support the account.
Resolves escalated requests and/or issues (Data, Systems and/or Customer).
Works with internal/external departments to update and modify the program(s)'s database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available.
Assists external and internal business partners with special projects.
Develops and maintains a strong working relationship with team, client representatives.
Provides input to the development of training and/or training materials.
Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints.
Performs administrative duties such as; report generation and team documentation as assigned.
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. MUST HAVE PREVIOUS SALES EXPERIENCE, OUTBOUND CALLING.
Education and/or Experience:
Minimum of a high school diploma or general education degree (GED); Minimum of one year related experience and/or training preferably in a contact center environment. A Bachelor's degree, healthcare experience combined with a current RN, Pharmacist or Dietetic registration, or Bachelor's degree in Healthcare and license may be required based upon program requirements.
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 associates of an organization, over the phone or in-person.
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.
Proficient knowledge of Microsoft Office and other Windows-based applications with intermediate to advanced knowledge of Excel.
Other Skills and Abilities
This position may require participation in and possible travel to training sessions, completing self-study, certification and call monitoring; ability to manage difficult, irate or emotional customers while maintaining composure; ability to multi-task; demonstrated ability to manage time, establish and maintain productive working relationships with all levels within the organization; strong data integrity and attention to detail; ability to read, write and speak French and/or Spanish fluently may be required according to the program needs/requirements. Excellent communication skills
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. Current healthcare license may be required based upon program requirements.
Knowledge of current client processes, policies, and products. Demonstrated record of dependability, Flexibility to work evening hours and holidays, Ability to handle multiple tasks simultaneously, Attention to detail and good organizational skills, Ability to handle multiple tasks simultaneously, Be considered "in good standing" (defined as the absence of any verbal, written, or final warnings within the past 6 months) and Statistics are meeting or exceeding client and C3iSolutions goals
C3iSolutions Values: To perform the job successfully, an individual should demonstrate the following competencies:
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 and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.
C3i Solutions is an Equal Opportunity Employer