CSR

6 months contract
SHIFT 8am to 4.30pm

$15-16/hr W2
General responsibilities include:
Provide excellent customer (member support) service and strive for one contact resolution.
Handle incoming and assigned email requests/tickets along with special projects when assigned.
ssist participants with registration, log in issues and general account profile settings/changes.
ssist participants with our Continued Medical Education inquiries/ issues for healthcare professionals and their certifications.
ssist participants with navigation of the Medscape site and App.application functionality and features
ssist participants with overall Paid Market Research inquiries/issues, including but not limited to: invites, technical issues, over quota messaging, payment/redemption issues, payment history etc.
Work with Project Management on escalated issues concerning all Paid Market Research escalations via our Buddy system and beyond.
ccurately and kindly respond to all feedback and escalate said feedback to manager who will pass it along to the correct department(s) feedback could include but not limited to clinical errors within our database, spelling mistakes within our newsletters, general overall editorial feedback and site/app suggestions and trends of issues.
ccurate use of CRM tool (Zendesk) grabbing, casing, documenting & responding to inquiries in a manner that is efficient, accurate, and pleasant to the member.
Strive for productivity and quality ratings of 85% or higher.

Skills & Competencies:

Previous experience in a call center, where you not only answered calls, but also email or online chat
Self-motivated with proper grammar and professional writing tone
Knowledge of CRM systems, noting accounts and customer interactions
Problem-solving abilities: Note all problems are common and expected. Agents need to be able to think quickly, assess the situation, and figure out the best possible solution and/or possible cause of the issue.
Organizational skills: The job sometimes requires virtual support agents to juggle a lot of information and jump from one issue to an entirely different type of problem, and they need to be prepared to escalate, organize and manage following up until resolved.
bility to multitask, prioritize and manage time effectively
Proficiency in the utilization of software applications, including MS Word, Google Docs and Gmail.
Willingness to work a flexible schedule and overtime when needed

Education BA or equivalent

Preferred:
2+ years of experience in a call center/customer service office environment
Experience with a CRM system(s) and practices