Trident USA Health Services
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Customer Service Representative
at Trident USA Health Services
This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. The CSR will process all customer orders in accordance with the established company standards and procedures. As one of the primary points of contact with the customer, the CSR’s responsibility is to make a concerted effort to listen to the customer’s needs and provide them with a positive experience. In addition to this primary duty, the CSR will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well.
Essential Duties and Responsibilities:
Productivity: Be able to handle an average 110 customer interactions per eight (8) hour shift after 4 months in the position. This includes incoming and outgoing calls.
Provide prompt, accurate and courteous responses to customers
Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
Answer incoming customer service orders as soon as possible
Display active listening and superior customer service skills for both external & internal customers.
Document activity to the DDF system
Consistently check appropriate DDF screen for report results to call back to customer
Display the ability to enter orders manually via our fax process
Display the ability to operate the phone system effectively
Adhere to work schedule
Other duties as assigned
- Ability to work independently and as a team
Must demonstrate the ability to perform the different tasks they have been trained for in the call center. The retention of this knowledge is a critical part of cross training the call center personnel
Strong customer service skills
Solid communication skills (including verbal, written and listening skills)
Solid problem solving and decision making abilities
Good organizational skills
Execute and prioritize multiple tasks
Ability to type 35 – 40 words per minute
Flexible and adaptable to change
Medical terminology / experience preferred but not required
A minimum of a High school Diploma or equivalent required