Customer Support Specialist job description

Are YOU a friendly and outgoing sales-centered individual that is passionate about helping others achieve their healthcare goals?If so, read on and get ready to Apply!
What We Can Offer YOU!
We offer competitive salaries and benefits, work-life balance, flexible work arrangements, opportunities for growth and development, and a great place to work across our enterprise!

What Will Be Your Purpose :
The purpose of this position is to support a retail store customer experience that is conducive to sales, retention and customer loyalty.

What Will You Be Doing:

Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their needs. Provide a customer friendly service experience for customers with questions or issues related to health care, health insurance (benefits, claims, premium payments, membership, billing, and enrollment) or other related topics. Use Web based tools and other aids to facilitate and teach customers to use resources, tools, information, and products to manage their health care and health care costs most effectively. Ensure customers understand their products, benefits, tools and how to use them. Cross-promote and identify opportunities for members to participate in value added services and programs available within the retail location. Serve as direct contact and subject matter expert for questions from the general public or existing members related to Health Care Reform


What You Must Have:


High school diploma or GED State of Florida 2-40 Health Insurance license 60 Days, Excellent verbal and written communication skill Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools Work flexible hours to include evenings, weekends, and holidays


What We Prefer:


Associate degree Experience in insurance industry, physician's office, hospital, or other position in health care industry. Experience in store/retail management Experience with financial products or services Bilingual - Spanish


General Physical Demands:

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers-and their patients-are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:

Medical, dental, and vision insurance, available on first working day 401(k), eligibility after 30 days of employment Employee stock purchase plan Tuition reimbursement Development opportunities to grow your career with a global company



Job Summary


The Customer Advocate ensures that the customer is satisfied with company products and services. Works closely with Sales Account Executives and oversees day-to-day relationship with customer. Ensures schedules and budgets are met according to contractual agreements.


Core Responsibilities


Develops and maintains strong, account-specific operational processes and performance with the customer. Performs duties on-site with the customer, reacting in a timely manner to customer information and requests. Manages and ensures contract compliance to all agreed terms and conditions. Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer. Acts as liaison between the Hospital and division department heads to ensure smooth conversions. Drive conversions and manages data. Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.). Completes Sales analysis for customers and sales teams. Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets. Manages pricing, including sharing pricing information and addressing pricing issues with customers. Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer. Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions. Evaluates usage spikes with the customer. Reviews remaining allocations with customers and sends requests for additional allocations to PAS. Converts additional Not Stocked products to Stock. Sets up new accounts/ship-to information. Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.). Performs additional duties as directed.



Qualifying Experience


Bachelor's Degree 2 or more years of related experience (sales, customer service, customer relationship management, supply chain, hospital distribution, etc.) Or any equivalent combination of education and experience to meet the above requirements



Knowledge, Skills & Abilities


Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel) Strong ability to use multiple systems and various report software to combine and synthesize information. Strong verbal and written communication skills. Strong influencing skills Ability to work independently Able to facilitate problem solving May provide back up support to customer service for some functions Limited travel may be required.


We also invite you to connect with the Recruiter via LinkedIn. #LI-TP1

If you feel this opportunity could be the next step in your career, we encourage you to apply.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

Responsibilities

Peraton is seeking a Tier 1 Analyst to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize and legacy networks, applications, and databases supporting CA services globally.

The Tier 1 Analyst will be a member of the CA/CST CAEIO Service Center team supporting onsite Service Desk Tier 1 Operations as the first line of service support.

Day to Day Work Responsibilities:
• Provides phone, email and chat troubleshooting support for applications, systems, network and other issues reported to the Service Desk (incidents/request) and records all information accurately in the Service Now ticketing tool. May also make outboard service calls to potential customers.
• Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, and ticket documentation according to Service Desk procedural guidelines. Tier 1 Analysts are also responsible for performing incident impact assessments to adequately assess incident priority for expedite handling.
• May be required to work in one or multiple work queues over various customer contact channels.
• When new solutions are derived to resolve issues, Tier 1 Analysts will provide feedback to the Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
• Ensure compliance with all gov't policies, procedures and timelines for incident/request identification, logging, escalation, resolution and customer email follow up.

#LI-DP1

Qualifications

Basic Qualifications:
• US Citizenship and an active SECRET Government Security Clearance.

• BS degree and 5-7 years experience or MS degree and 3-5 years experience or high school diploma/equivalent and 9 years experience
• 1 to 3 years of help desk/service desk experience.
• Must have the ability to accurately document ticketing information with minimal errors and/or rework.
• Must be highly reliable and meet attendance expectations, achieve productivity goals, and manage one's time.
• Must be able to work on site and weekends/holidays on a rotating schedule.

Preferred Qualifications:
• Comp TIA A+ and/or other entry level IT Certifications
• ITILv3 or ITILv4 Foundation Certification
• Experience using Remedy or ServiceNow CRM
• Experience supporting the Department of State IT environment desired, but not required.

• Strong written and verbal communication skills.
• Attention to detail and a can-do attitude.

Shift Hours
• First Shift: 7 am - 3:30 pm, rotating weekends and holidays

#LI-DP1

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can't be done, solving the most daunting challenges facing our customers.

An Equal Opportunity Employer including Disability/Veteran.

For Colorado Residents Colorado Salary Minimum: $46,924.80
Colorado Salary Maximum:$100,297.60

The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.