Customer Service Agent – Non Exempt

Summary / Description:

Customer Service Agents are responsible for assisting clients with the order entry and tracking process. Providing service information
and issue resolution in a professional, kind and tactful manner.

Reports To: Call Center Supervisor Direct Reports: None

Essential Duties:

• Monitor and respond to customer inquiries via telephone while meeting all corporate guidelines and performance standards
• Address general questions about MedSpeed service process. Effectively handle issues and solve problems that arise on thephone with effective communication skills
• Log, track and appropriately document all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements
• Handle a large number of calls daily without losing enthusiastic voice and attitude, answering all calls promptly and efficiently
• Perform skills necessary to create a high-quality customer experience, as reflected through acceptable, quality monitors and customer feedback
• Completion of any special projects assigned
• Maintain current knowledge of MedSpeed service policies, procedures and specific client requirements
• Work to promote MedSpeed culture
• Education and Work Experience Requirements:
• High School Diploma, GED or equivalent
• 1-2 years customer service experience preferably in a call center environment
• Skill and Competency Requirements:
• Demonstrate appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other
• skills as identified
• Demonstrate excellent verbal and written communication skills
• Ability to effectively manage time
• Ability to multi task
• Ability to maintain high level of punctuality and consistent, reliable attendance standards
• Process-oriented mindset focused on continuous improvement, excellent problem-solving skills
• Collaborative work style, able to work well within & across departments
• Ability to enter data accurately at a given speed. Strong typing and computer skills.