Client Experience Coordinator

US-IN-Indianapolis
Job ID
2017-7687
Category
Customer Service
Company Name
TriMedx, LLC

Overview

The Client Experience Coordinator provides exceptional service by interfacing with customers, clinical engineering managers, and technicians to document and dispatch service work orders. This position assists with other duties to support organizational needs. The Coordinator professionally represents TriMedx in all interactions by demonstrating a commitment to the TriMedx vision, mission and core values.

Responsibilities

*Not equal to time allocation - Coordinators are scheduled and available to take calls approximately 40 hours per week. Call volumes fluctuate allowing other responsibilities between interactions. Handle incoming interactions (75%)

  • Answer incoming calls in a timely manner
  • Obtain all necessary customer information and input information into the system
  • Perform call transfers, when appropriate
  • Perform calls processes for non-service item related issue when deemed necessary
  • Escalate issues to CEC Leadership or field manager, as appropriate
  • Dispatch email requests accordingly
  • Update work orders for field technicians
  • Perform any necessary actions after customer follow-ups
  • Perform database entry for field as requested

Other duties as assigned while handling incoming interactions (25%)

  • To be determined based on department and organizational needs

Qualifications

Education and Work Experience

  • High school or equivalent degree required; some college education preferred
  • Customer service experience required
  • Ability to sit for long periods of time, perform under stress, and manage high call volume
  • Ability to set priorities and manage time amidst multiple tasks
  • Ability to type at least 40 words/minute required

Knowledge

  • Excellent listening, interpersonal, and conflict management skills
  • Excellent telephone and customer service skills
  • Strong written and verbal communication
  • Excellent attention to detail
  • Ability to organize large quantities of data into smaller, easy to use segments

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