Customer Care Associate (Formerly CCA PULMONX)

Overview MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.    Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.   Responsibilities Responsible for receiving and processing incoming and outgoing phone calls/emails/chats and paper inquiries and complaints for assigned clients and programs in accordance with corporate and department  policies,  procedures,  quality  standards,  and  applicable  laws  and  regulations;  as  required, perform  calls  to  businesses  and  consumers  in  order  to  assess  and  qualify  new  prospects  and  address customer inquiries, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided   Customer Care and Technical Job Functions – Connect with customers and potential customers in order to help resolve and find solutions to customer issues of a general and/or technical nature, while ensuring adherence to corporate and department policies and procedures Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential customer Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems Research and resolve issues, within the scope of responsibility Obtain, enter, and verify customer information in designated systems Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives Maintain excellent product knowledge, stay informed with training updates and email updates Follow proper escalation pathways determined by each program and situations Escalate to Manager, any situation as documented in procedure or is outside of the associates control that could adversely impact the Company or MarketSource Ability to handle customer support inquiries and customer support complaints Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper Ability to move between varying types of inquiries within the same shift Customer Retention/Generation/Qualification - As required, perform calls to businesses and/or consumers in order to further qualify prospects, generate leads or retain customers for assigned client and program, ensuring adherence to established policies and procedures   Optimize each contact by outlining opportunities and benefits of pursuing relationship with assigned client Document interactions based on client specifications in an accurate and timely manner Maintain established calls per hour and response time metrics, while supporting Company goals and objectives General Associate Job Responsibilities- Exercise exceptional customer service skills in an effort to optimize each contact with the customer Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner Maintain required documentation in an accurate and timely manner using established systems Maintain strict confidentiality of information provided by customer or data accessed within assigned systems Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls Establish and maintain a professional relationship with internal/external customers, team members and department contacts Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided   Related Duties as Assigned The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents Consequently, job incumbents may be asked to perform other duties as required Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above Please contact your local Employee Relations representative to request a review of any such accommodations   Qualifications Minimum Qualifications:  Ability to demonstrate internet-based, multi-screen computer navigation with ease Ability to demonstrate handheld, wireless device navigation and troubleshooting capabilities Ability to demonstrate customer engagement soft skills Ability to demonstrate understanding of the FDA regulated, Healthcare environment Minimum 6 months Healthcare experience or 6 months customer service experience, preferably in a call-center environment Preferred technical troubleshooting experience Preferred customer service experience   Additional Information MarketSource and Salelytics is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email [email protected].   Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  This role may be eligible for the following: Medical, dental & vision 401(k)/Roth Insurance (Basic/Supplemental Life & AD&D) Short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Posted Salary Range USD $12.50 - USD $14.50 /Hr. Posting Information Hiring locations: Florida, Georgia, Texas, Wisconsin Posting Ends: Wage: