Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Client Support Representative providing technical support via phone, email, and chat for Experity's healthcare software solutions. Engaging with clients and internal teams to resolve application issues and support service agreements.
Responsibilities
- Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
- Manage client requests and assigned projects to successful completion.
- Assist client/clinical staff/peers with application training and proper use.
- Correctly identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreements.
- Build trusted and reputable working relationships with clients and internal teams.
- Continuously seek opportunities to improve the client experience and support processes.
- Utilize CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
- Collaborate with peers and cross-functional teams to resolve complex or escalated issues.
- Troubleshoot user-reported software issues by leveraging documentation, internal tools, and curiosity-driven problem-solving.
- Meet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scores.
- Ability to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on-call schedule.
- Demonstrate ownership of time management and prioritize tasks in a fast-paced, client-obsessed environment.
Requirements
- High school diploma or equivalent
- Experience in a medical office setting and/or experience with an Electronic Medical Record preferred
- Possess basic computer skills - including but not limited to computer hardware, software, and operating systems.
- Proficient with troubleshooting common technical issues (e.g., login problems, browser settings, application errors); eager to dig into details and uncover root causes.
- Ability to utilize a case management tool to document and log incidents, solutions, and client interactions.
- Strong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user-friendly manner.
- Proven ability to take initiative, work independently, and proactively solve problems using available resources.
- Excellent organizational skills with a focus on accuracy, consistency, and follow-through.
Benefits
- Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
- All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
- This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
- Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
- Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
- Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
- We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
- Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.
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