One of our clients, a prestigious Medical Association in Waltham, MA, is looking for an experienced Customer Service Representative to provide assistance in resolving complex customer situations, claims processing and service transaction processing. An ideal candidate is someone who is personable, reliable and professional with experience working within a medical environment.
This is a temporary position and starts immediately. Interested and qualified candidates may reply with resumes and we'll get in touch.
Develops and closely monitors 800 toll free number call coverage and written / fax customer correspondence schedules and provides support to CSR’s with questions on any specialized department time-track reporting and /or MMS educational seminars, special projects and programs. Acts as single point of contact with a renowned University on all company coordination.
Resolves subscription related telephone and email inquiries and processes new/renewal orders received on the corporate 800 toll free number in support of (20) company Publishing Division print and online publications, ancillary products and services. Promotes and upsells journal programs with existing subscribers.
Investigates and resolves complex subscription problems. Identifies and processes adjustments on PC based fulfillment system. Prepares documentation and coordinates check or credit card refunds with Finance. Supports newer CSR’s in resolving complex customer situations. Acts as liaison with Distribution department to insure prompt delivery of sensitive/expedited product shipments.
Trains newer CSR’s on Publishing Division publications, products / services and ACS Fulfillment System transaction processing and performs quality control of work processed during the training period. Provides feedback to Supervisor on progress achieved during training program.
Performs end-user system testing of on-going maintenance, enhancements and upgrades for the ACS Fulfillment System and new initiatives and enhancements for company websites. Documents/submits test findings / processing problems to department management and project managers.
Supports all Publishing Division publications customer email boxes and resolves / responds to any electronic customer inquiries and online access issues. Analyzes complex online access issues, documents findings and coordinates with departments' Support customer solutions. Provides feedback to Supervisor.
A Bachelor's degree is preferred or equivalent experience.
Solid communication and telephone skills with 2+ years related business experience or an Associate's degree is required.
Ability to work 3-5 hours of overtime per week
Previous leadership responsibility and training experience desired.
Attention to detail, problem solving and decision-making skills are essential.
Must demonstrate the ability to work independently in a team oriented, fast paced, multi-project environment.
Intermediate knowledge of PC’s required including Windows, word processing, spreadsheet and database applications.