Account Support Rep Level 4

Paladin Consulting is currently hiring an Account Support Rep Level 4 to join our team working onsite at our client's office located in Tampa, FL.

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Job Title: Account Support Rep Level 4
Work Location: Tampa, FL
Duration: Long-term contract with option to hire
Hours: Monday-Friday 8am-5pm
Education/Experience Required: High school or equivalent

Job Description:

• Leads the daily work functions for service delivery for HCA Healthcare Enterprise. The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy. Objective of the position is to drive superior customer service through participation and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. Role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.
• The ASR has responsibility to support the implementation of the different workflows initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team and 3rd party providers
• Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally) and a closed loop communication process.
• The main focal point for daily customer communications and escalations.

Responsibilities :

• Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
• The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client's needs.
• Develop a community of practice
• Shifts may vary based on geography
• Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.)
• Record all incidents that occur inside the operation associated w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
• Participation in quality & procedures' improvement initiatives
• Develop coverage plan for back-up as required.
• Awareness of all contracted SLAs are consistently achieved and tracked
• Coordinates employee customer training (order, tracking process)
• Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model
• Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items
• Become proficient with online Tools (WebCRD, ODNet, etc.)
• Communicate rejected file issue via online tools with 1-2 hours of notifications
• Vend custom jobs per Division, per customer requirements & track - Client order tracking included; report monthly to Vend Coordinator
• Workload balance with team members - i.e. when load has dropped reach out to Site Coordinator/team to offer support

Skills & Qualifications :

• 5+ years relevant experience
• Moderate print background
• Experience with extensive array of network color printer and Digital Front Ends
• Experienced with advanced principles of color theory , color calibration process and instruments, color management, gamuts, and ICC color profiling
• Minimum High School diploma or equivalent
• Excellent customer service skills - empathy, good communication, creative thinker, good listener
• Easily navigate through Microsoft Outlook
• Organized
• Work under high pressure, fast paced, high volume and meet tight turnarounds
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

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Paladin is an EEOC employer.