Customer Care Digital Support Specialist

Job Description:

POSITION SUMMARY

Provides full range of professional, technical, and general support to customers utilizing digital platforms. Identifies customers that can utilize digital ordering platforms, promotes digital platforms to customers, and completes customer setups. Monitors product usage and system operation; resolves problems and provides customer feedback on system enhancements.

PRIMARY Objectives AND RESPONSIBILITIES

• Complete customer setup requests for digital platforms. Working with sales and marketing teams to ensure appropriate product selections and alignment with customer contracts. Provides customer training and digital product demonstrations to ensure customer success.

• Ensure outstanding customer experiences in digital service channels. Resolve customer complaints and issues promptly. Reporting all customer complaints. Working cross functionally with Operations, Sales, IT, and Marketing teams when necessary.

• Possesses advanced knowledge of product and service offerings and digital channels that are available to customers.

• Utilizes in-depth knowledge to resolve digital ordering issues; partners with internal teams to resolve platform issues. Follows up to ensure resolution.

• Monitors ordering activity post setup and proactively reaches out to customers to provide support.

• Keeps comprehensible records of all customer interactions in call center databases and maintains accurate customer data by updating system information.

• Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services and presenting product opportunities to customers and partnering with sales teams.

• Other core expectations as defined and requested by your direct supervisor/manager.

Qualifications

• College degree preferred or minimum 4 years of customer service experience and technical support.

• Health care industry knowledge: knowledge of products and service lines offerings, preferred.

• Experience working with customers on digital ordering channels.

• Ability to multi- task, set priorities and manage time effectively.

• Proven track record of new business generation resulting in increased revenue.

Knowledge, skills and abilities

• Strong Communication Skills: Strong phone and verbal communication skills along with active listening.

• Business Savvy: Easily identifies reasons for problems and can find effective solutions. Has self-control, patience, and ability to make decisions under pressure.

• Product Knowledge: Solid knowledge of all products and solutions sold in their market, including competitive products; applies independent judgment to recommend products for a given customer's situation

• Organization Skills: Practiced documentation skills and detailed oriented. Demonstrates reliability and flexibility. Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Applies time management skills critical to success.

• Relationship Building and Influence Builds strong relationships with customers, through frequent phone contact and strong product knowledge and advice Uses customer-oriented telephone etiquette to gather information. Greets callers, establishes rapport, and projects a professional tone.

• Strategic Vision: Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and may lead team members to accomplish objective

• Computer skills: Entire MS Suite, Customer Relationship Management Software, order management systems

"This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company."

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact recruiting@agilitihealth.com.

Primary Job Location:

Hays KS Branch

Additional Locations (if applicable):

Corporate MN

Job Title:

Customer Care Digital Support Specialist

Company:

Agiliti

Location City:

Hays

Location State:

Kansas