HIRING CUSTOMER SUPPORT SPECIALIST! - REMOTE OPTIONS SUMMARYThe Customer Support Specialist, CSS, will provide product and service information and resolve any emerging problems that our customers might face with use of PTS products while working in a regulated environment. This position will handle inbound calls/emails with moderately complex issues for customers (internal and external), prepare correspondences and fulfill customer needs to ensure positive customer experience. The CSS will assist customer’s questions and complaints by providing training and troubleshooting guidelines over the phone to support PTS products. Will be able to support moderate issues and customer problems and transferring high level complex issues to the Customer Support Specialist II. This position will possess comprehensive knowledge of product and processes can contribute independently. Requires some evaluation, originality or ingenuity while contributing to the team’s department goals. A CSS must possess an outgoing, positive attitude, and will correspond with customers ranging from physicians to consumers regarding the PTS product lines. Maintain documentation according to established guidelines as required by PTS compliance and regulatory requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES
Respond to customer calls from inception to resolution including, anticipating any problems, concerns and rectifying proactively.
Provide support to customers which also requires troubleshooting problems, identifying solutions in a timely manner
Documents all communication from internal and external customer including calls/emails in the PTS customer tracking system
Independently track, analyze, report, and apply the most appropriate course of action for orders and call/email handling
Independently applying expertise to track, analyze, report, and apply the most appropriate course of action for call/email handling
Identify and escalate customer and/or process issues appropriately and timely
Responsible for maintaining the quality system and achieving quality objectives through daily actions.
Special projects as assigned.
QUALIFICATIONS
Ability to work successfully with moderately complex processes and situations
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices in regulated environment
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Must be able to use multiple systems, Microsoft Word and/or Excel, CRM system
Must be able to occasionally work extended hours, rotate on-call shifts, and holidays
EDUCATION and/or EXPERIENCE
Associates Degree preferred; experience may be substituted for education
1-3 years previous customer support experience
At least one year of work experience in a clinically oriented environment (e.g. clinical laboratory, physician office, or home health agency) is preferred
Proven ability to make quick and effective independent decisions.
Strong organization and planning skills.
Ability to handle multiple functions at one time.
Efficient and effective oral and written communication skills.
General computer skills including the ability to do some functions within various software packages.
Ability to develop product knowledge for areas of responsibility.
WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Employee works in a typical office environment and uses typical office equipment such as telephone, computer, fax, and copy machine. PTS Diagnostics is an Equal Opportunity Employer.
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About Whitestown, IN
Ready to take the next step in your career journey? Explore exciting job opportunities around Whitestown, Indiana, and unlock a world of possibilities. Nestled in the heart of Boone County, Whitestown offers a thriving job market with easy access to Indianapolis, the Crossroads of America. Experience the charm of small-town living with big-city amenities nearby. From the scenic trails at Eagle Creek Park to the vibrant art scene at the Harrison Center for the Arts, there's something for everyone. Indulge in delicious Hoosier cuisine, catch a game to cheer on the Indianapolis Colts at Lucas Oil Stadium, or savor a live performance at the Old National Centre. Discover why Whitestown is not just a place to work, but a place to call home. Let's find your next career adventure together!
Are you sure you want to apply for this job?
Please take a moment to verify your personal information and resume are up-to-date before you apply.
HIRING CUSTOMER SUPPORT SPECIALIST! - REMOTE OPTIONS SUMMARYThe Customer Support Specialist, CSS, will provide product and service information and resolve any emerging problems that our customers might face with use of PTS products while working in a regulated environment. This position will handle inbound calls/emails with moderately complex issues for customers (internal and external), prepare correspondences and fulfill customer needs to ensure positive customer experience. The CSS will assist customer’s questions and complaints by providing training and troubleshooting guidelines over the phone to support PTS products. Will be able to support moderate issues and customer problems and transferring high level complex issues to the Customer Support Specialist II. This position will possess comprehensive knowledge of product and processes can contribute independently. Requires some evaluation, originality or ingenuity while contributing to the team’s department goals. A CSS must possess an outgoing, positive attitude, and will correspond with customers ranging from physicians to consumers regarding the PTS product lines. Maintain documentation according to established guidelines as required by PTS compliance and regulatory requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES
Respond to customer calls from inception to resolution including, anticipating any problems, concerns and rectifying proactively.
Provide support to customers which also requires troubleshooting problems, identifying solutions in a timely manner
Documents all communication from internal and external customer including calls/emails in the PTS customer tracking system
Independently track, analyze, report, and apply the most appropriate course of action for orders and call/email handling
Independently applying expertise to track, analyze, report, and apply the most appropriate course of action for call/email handling
Identify and escalate customer and/or process issues appropriately and timely
Responsible for maintaining the quality system and achieving quality objectives through daily actions.
Special projects as assigned.
QUALIFICATIONS
Ability to work successfully with moderately complex processes and situations
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices in regulated environment
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Must be able to use multiple systems, Microsoft Word and/or Excel, CRM system
Must be able to occasionally work extended hours, rotate on-call shifts, and holidays
EDUCATION and/or EXPERIENCE
Associates Degree preferred; experience may be substituted for education
1-3 years previous customer support experience
At least one year of work experience in a clinically oriented environment (e.g. clinical laboratory, physician office, or home health agency) is preferred
Proven ability to make quick and effective independent decisions.
Strong organization and planning skills.
Ability to handle multiple functions at one time.
Efficient and effective oral and written communication skills.
General computer skills including the ability to do some functions within various software packages.
Ability to develop product knowledge for areas of responsibility.
WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Employee works in a typical office environment and uses typical office equipment such as telephone, computer, fax, and copy machine. PTS Diagnostics is an Equal Opportunity Employer.
There are currently no related jobs. Please search again.
Loading...
About Whitestown, IN
Ready to take the next step in your career journey? Explore exciting job opportunities around Whitestown, Indiana, and unlock a world of possibilities. Nestled in the heart of Boone County, Whitestown offers a thriving job market with easy access to Indianapolis, the Crossroads of America. Experience the charm of small-town living with big-city amenities nearby. From the scenic trails at Eagle Creek Park to the vibrant art scene at the Harrison Center for the Arts, there's something for everyone. Indulge in delicious Hoosier cuisine, catch a game to cheer on the Indianapolis Colts at Lucas Oil Stadium, or savor a live performance at the Old National Centre. Discover why Whitestown is not just a place to work, but a place to call home. Let's find your next career adventure together!
Are you sure you want to apply for this job?
Please take a moment to verify your personal information and resume are up-to-date before you apply.