Location: Cincinnati, OH
Hybrid Schedule: 2-3 days in the office

Job Summary

The Customer Experience Coordinator will be responsible for providing exceptional customer service, addressing inquiries, resolving issues, and ensuring customer satisfaction. The Customer Experience Coordinator will serve as the primary point of contact between the company and local practices within Health Systems and Large Physician Groups. 

What You'll Do

• Customer Communication:
  • Respond promptly to customer inquiries via phone, email, or chat.
  • Handle and resolve customer complaints and concerns in a professional and efficient manner.
  • Provide accurate information about products, services, and product opportunities.
• Problem Resolution:
  • Investigate and resolve customer issues promptly and accurately.
  • Collaborate with other departments to escalate and solve complex problems.
• Upsell Opportunities:
  • Ability to recognize and identify opportunities to grow an account.
• Customer Satisfaction:
  • Ensure high levels of customer satisfaction through excellent service.
  • Proactively gather customer feedback and insights.
• Documentation:
  • Maintain accurate and detailed records of customer interactions.
  • Document and report recurring issues for process improvement.
• Team Collaboration:
  • Collaborate with internal teams to improve overall customer experience. Provide insight on upsell opportunities within accounts.
  • Share insights and feedback with the team to enhance service quality.

What We Need:

• Associate degree or combination of education and experience.
• Proven experience in a customer service and/or sales related role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to handle stressful situations with composure.
• Familiarity with customer relationship management (CRM) systems.

What You'll Need to Succeed

• Ability to multi-task and work effectively in a fast-paced and constantly changing work Knowledge and expertise in or the ability to rapidly learn the Company’s products and services.
• Problem solving and independent judgment skills with ability to acknowledge when issues should be escalated.
• Excellent attention to detail with the ability to retain the knowledge of product, procedures, and customers.
• Must be able to multi-task and work effectively in a fast-paced and constantly changing team environment.
• Ability to switch rapidly between tasks with no loss in efficiency and effectiveness.
• Ability to remain calm in stressful situations and flexible in changing work environments.
• Ability to display strong organization and prioritization skills by planning work efforts to maximize efficiencies and productivity.

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