Customer Excellence Representative I

Representative I - Customer Excellence

POSITION SUMMARY

This position is responsible for providing customer support for all TEAM Companies product lines.  The position is responsible for providing technical support to customers including account updates, system troubleshooting, and coordinating needs among various departments via email, chat, and phone.  The position is responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with each contact.  An effective team member is responsible for delivering high-level service to all customers by staying up to date on product knowledge and informed on company, system, and regulatory policies. TEAM member approach each day open-mindedly, embracing and modeling TEAM Core Values: collaborate, innovate, serve, and celebrate.

This is a full-time in person position in our Tulsa, Oklahoma office.

RESPONSIBILITIES

• Build customer relationships resulting in a high level of service and a positive customer experience.
• Provide knowledgeable technical assistance via phone, email, and online chat to customers and contractors.
• Update customer information in TEAM Companies systems during and after each interaction as information becomes available.
• Remain cognizant of opportunities to further strengthen the customer relationship by identifying potential future needs and partnering with other areas of the business where applicable.
• Research items and follow up with customers promptly, working with TEAM associates for support.
• Successfully navigate various technology tools and resources.
• Support other areas of TEAM including Clinics: as a backup collector for drug and alcohol testing of urine, hair, saliva, or breath specimens as defined by the customer.
• Work with TEAM members on a variety of initiatives and projects as assigned.

REQUIRED QUALIFICATIONS AND SKILLS

• Experience:
• High School Diploma with 0 to 2 years of customer service experience
• Computer Skills:
• High-level knowledge of business-related computer skills (Microsoft Office Suite, Adobe Acrobat/PDFs)
• Other:
• Broad understanding of strategic planning and production outcome
• Soft Skills Required:
• Communication- Ability to communicate effectively with others clearly and concisely.
• Detail Oriented- Ability to pay attention to the minute details of the project or task.
• Organized- Possessing the trait of being organized or following a systematic method of performing a task.
• Low Ego- Ability to admit one's mistakes and be open and willing to hear constructive feedback.
• Relationship Building- Ability to effectively build relationships with customers and co-workers.
• Self-Confident- The trait of being comfortable in making decisions for oneself.
• Time management- Efficiently prioritize tasks and meet deadlines while balancing multiple responsibilities.
• Resourceful: Effectively utilizing available resources and finding innovative solutions to challenges.
• Quick Adaptability: Ability to rapidly learn and quickly master new systems and tools
• Work Environment:
• Maintain confidentiality according to government, organization, and department policies.
• Demonstrate reliability and supporting TEAM attendance standards as attendance and punctuality are key to the success of all.
• Utilization of standard office equipment such as computers, phones, various software platforms, and other technology.
• You must be able to sit for long periods.
• This job operates in a clerical office setting in Tulsa
• Travel 0%.

COMPANY CORE VALUES

• Collaborate: Do great things together!
• Innovate: Champion new ideas and embrace change!
• Serve: Serve each other, our clients, and community!
• Celebrate: Work hard, play hard!

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. EOE.