Call Center Customer Service Specialist in Livermore, CA

Customer Service-Training Logistics-100% Onsite

Role Location- Livermore, CA Will Be 100 percent Onsite position.

Hours: Must be flexible to work a shift between 5am-5pm PST

The Opportunity

• This position works out of our Livermore, CA location in the Client Heart Failure, Acelis Connected Health business.
• You will create new customer meter orders and assign a trainer to complete in person training with the customer, handle inbound and outbound calls and transfer calls as needed to the appropriate departments and respond to email inquiries.
• The Training Logistics Specialist goal is to strive for high quality order entry to ensure trainers receive their materials and training information promptly so customers are trained as soon as possible and to report any opportunity for improvements to management in order to improve the customer and trainer experience in the future.

Principle Responsibilities

The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. 

• Handles outbound and inbound calls
• Utilizes multi-media resources to accurately dispatch customer orders to the nearest available trainer to complete training with customer
• Create supply orders for customers who have already been trained
• Respond to emails received in department mailboxes
• Obtain updates from trainers pertaining to outstanding training sessions
• Able to meet established performance metrics that include: Quality and Operational Efficiency.
• Able to overcome objections quickly and accurately.
• Tracks productivity as assigned.
• Handles change in a fast paced, team environment.
• Adheres to company policies and procedures, including business dress code.
• Available to work any shift during operating hours.

Required Qualifications

• High School diploma or equivalent
• Position requires heavy data entry
• Ability to use thinking and reasoning skills to solve problems
• Able to utilize job aids and reference materials to accurately process participant questions and requests.
• Takes initiative on assignments and projects
• Demonstrates ability to multi-task in a dynamic work environment.
• Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off for appropriate resolution
• Assumes personal ownership of his/her results: takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement
• Demonstrates a strong work ethic and appropriate sense of urgency; is committed to seeing tasks through to completion
• Quickly identifies and effectively aligns with different communication styles; is professional and positive in interactions with others and is able to establish rapport quickly
• Displays fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and inflection
• Can speak persuasively while maintaining a positive customer experience
• Listens for meaning, asks probing questions and considers what others have to say
• Regardless of outcome, demonstrates exceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/empathy and flexibility
• Displays drive, energy and initiative.
• Demonstrates personal integrity in dealing with others.
• Demonstrates a strong customer service orientation, and takes responsibility to follow through on commitments to customers/trainers.
• Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative of Acelis Connected Health
• Enthusiastically supports department activities, contests and events
• Shows respect for other members of the team
• Resolves service problems by determining the cause and selecting best possible solution
• Ability to make decisions while following company procedures
• Assists with any special projects as directed by manager
• Maintains a culture of accountability and standards
• Follows all regulatory policies, procedures, privacy, and security standards
• Completes required Acelis Connected Health programs for compliance
• Knowledge of customer support philosophy and objectives required
• Successfully meet or exceeded sales quotas in a performance-based workplace.
• Demonstrates strong attention to detail to meet health care records compliance.
• Able to use multiple computer applications.
• Able to use ACD telephone system.

Preferred Qualifications

• One (1) to four (4) years’ high volume call center experience
• Proficient on Microsoft office programs and keyboarding, specifically Outlook, Word, and Excel
• Use current technology and informatics
• Proficient in Windows based applications and Internet
• Basic understanding of the company LMS (METRO/LERN)

Physical Requirements

• Must be able to work at a computer workstation for extended periods of time
• No lifting over 10 pounds required without assistance

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