Job Posting: Customer Care Analyst
Posting Information
- Date Posted:
- 1/30/2012
- Job Title:
- Customer Care Analyst
- City:
- Arlington
- State:
- VA
Roles & Responsibilities
- Job Description:
The Customer Care Analyst will be responsible for assisting the Customer Care and Customer Experience Teams in managing partner production support issues and relationships.
Previous experience in troubleshooting XML/EDIFACT transaction related errors and using customer relationship management applications, such as SalesForce.com, Siebel, Heat, Vantive, etc.
The individual will need to be process oriented and possess general business operational experience. The candidate also must possess excellent communication skills in order to collaborate successfully with internal and external customers.
- Responsibilities:
- Respond to customer issues reported to the Customer Care Team via live help, phone, or fax.
- Resolve customer issues, alone and through collaboration with Surescripts internal team and partner support personnel.
- Ensure all customer issues are recorded in SalesForce.com.
- Create and maintain Knowledge base content for each unique issue handled.
- Communicate state of production to management.
- Provide feedback to management on possible ways to improve product and processes.
- Assist with documentation, and provide input into Standard Operating Procedure, etc.
- Contribute towards the development of a strong team environment by upholding high work standards.
- Own the customer experience and drive satisfaction as measured through customer satisfaction survey.
- Collaborate with Surescripts relationship managers to effectively manage priorities, issues, communications, partner expectations, and progress.
Qualification Requirements
- Experience:
Qualifications:
Required:
- Strong customer-service orientation and a commitment to achieve outstanding customer satisfaction.
- Previous experience in troubleshooting XML/EDIFACT transaction related error.
- Experience with customer relationship management application (SalesForce.com, Siebel, Heat, Vantive, etc) preferred
- Available to work rotating shifts between 8AM and 8PM.
- Previous experience with Microsoft Word, Power Point, Visio, and Excel is required . Experience with other Microsoft software and tools preferred.
- Excellent verbal and written communication skills.
- Maintain a high level of profesionalism, patience, and positive attitude.
- Self-starter with excellent organizational and time management skills.
- Fast learner, quality conscious, and committed to deadlines.
- Be comfortable working on several initiatives in parallel and have a natural ability to work with changing or conflicting priorities.
- Previous experience delivering technical presentations to broad audiences and/or catering technical presentations to specialized groups.
Preferred:
- Bachelor of Arts/Bachelor of Science degree or equivalent work experience.
- Previous experience in a technical support role in the healthcare industry.
