Posted: Saturday, September 2, 2017 4:31 AM
Our client is looking for a Technical Support Representative for a 6 month contract in the greater Sacramento area. General Summary With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of our satisfaction, growth and operational excellence goals. Essential Functions Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and line of businesses (LOBs)Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutionsContingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:Prescriptions, Plans, Products, Services, and ProceduresOnline purchasing & e-Commerce knowledgeInternet knowledgePayment processing/payment collectionsEligibility verificationOrder Status, Shipping Status, and Stock AvailabilityAccurate completion of necessary documentation, letters, and forms processingDemonstrate confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives. Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes or solutions. Appropriately elevate situations that could have broader customer or business impacts.Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.Maintain and organize correspondence to ensure consistent, accurate and professional responses. Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content.Assist leadership staff in providing coaching and policy or procedural support to CSRsDocument performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate SupervisorContingent on the LOB, may create and manage assignments of monthly audit inventoryContingent on the LOB, may assist in the functions around complain and grievances, such as monitoring compliance, reporting, etc.Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvementMay be required to utilize multiple hardware and software tools to troubleshoot a variety of issues Job Specifications Typically has the following skills or abilities:Two to four years customer service experience handling complex issues in a high volume environmentOne year taking ACD calls within a call center environmentAvailable to work any shift, including weekends, holidays, and/or overnightDemonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchatDemonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilitiesDemonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skillsEffective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verballyDemonstrated ability to learn, support change management and assimilate new information quicklyExcellent problem solving, critical thinking and effective negotiation skillsAbility to work at a computer 90% of the timeAbility to work within multiple complex systems to extract information needed to support customersIf this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check Working Conditions The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc. The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.Company Description:Randstad is a $22.5 billion global provider of HR services and the second largest staffing organization in the world. From temporary staffing to permanent placement to in-house, professionals, search & selection, and HR Solutions, Randstad holds top positions around the world and has approximately 31,100 corporate employees working from its nearly 4,700 branches and in-house locations in 40 countries.We are a company built on a deep network of expertise that crosses industries and geographies. We recognize that talent comes in different forms, that every business has its unique challenges and opportunities. And our recruiting experts are skilled at marrying talent and business-identifying the ideal professionals for an organization's culture and its teams, its needs and its goals.
• Location: Sacramento
• Post ID: 18483897 sacramento