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Customer Service Specialist

Fort Worth , TX

Posted: 09/23/2019 Employment Type: Full Time Industry: Customer Service Job Number: A

General Responsibilities: The Customer Experience Specialists is responsible for providing accurate responses to related inquiries, routing non-routine inquires through appropriate channels, providing excellent customer service to all callers and representing the Federation in a positive and professional manner. The primary external interface in this position is the medical professional.  This position contributes to the overall success of the company by enhancing the organization’s vitality and through services provided to state and osteopathic medical boards.

 

Essential Job Functions:

  • Provide friendly, responsive customer service
  • Assist with questions for completion of application, including minimal technical support
  •    Answer incoming calls and transfer to a staff member when appropriate
  • Answer general inquiries
  • Communicate with all internal workgroups as necessary
  • Handle escalated calls in absence of supervisor
  • Provide internal/external customer service according to established guidelines
  • Respond to customer written inquiries
  • Record details of customer interaction
  • Assign identification numbers for unauthenticated application
  • Analyze applications and provide comprehensive status to authorized users
  • Code medical and graduate medical education programs as necessary
  • Submit updates for institution codes including pre-medical, medical and graduate medical education
  • Review completed profiles to assist with resolving specific board deficiencies
  • Assist with training of team members
  • Additional duties as assigned

 

 

Education: High School Diploma or equivalent. College preferred.

Experience: 3-4 years office experience, including 2+ years’ experience in customer service, preferably in a health care or professional association setting. Working knowledge of Windows environment, experience with Microsoft Office. Typing/data entry skills of 45-50 wpm, with a high level of accuracy. Strong knowledge of FCVS policies and procedures a plus. 

Skills: The ideal candidate must possess excellent listening, verbal and writing skills and have the ability to answer a multiple-line call management system. Must be able to analyze, problem solve and make appropriate decisions with minimal supervision. Must possess the ability to effectively communicate with demanding callers. In addition, he/she must have excellent interpersonal, organization, and customer service skills with a demonstrated ability to work professionally and productively. Must posess an aptitude for careful review of data between a variety of sources, the ability to adapt to procedural modifications, and the willingness and ability to demonstrate a "team" approach to productivity and performance.

     

Professional Background Required:

Education: High School Diploma or equivalent. College preferred.

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