Customer Experience Specialist

Description

Are you passionate about engaging with medical professionals? Do you excel in delivering exceptional customer service and thrive in a collaborative environment? FSMB is seeking a detail-oriented and customer-focused Customer Experience Specialist to join our team. In this role, you will manage interactions across multiple communication platforms, including phone, email, and live chat.

The ideal candidate will deliver exceptional service, ensure customer satisfaction, and act as the voice of the customer, providing feedback to improve processes and experiences. You'll play a key role in furthering FSMB's mission to protect the public and promote quality healthcare while enjoying a positive work-life balance and opportunities for personal growth.

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Who Are You?

• Exceptional communication skills (listening, verbal, and written) with proficiency in managing multi-business protocols.
• Creative and proactive problem-solver with strong decision-making abilities and adaptability to change.
• Adept at handling challenging situations with professionalism while managing multiple priorities effectively.
• Skilled in data analysis, software applications, and organizational efficiency.
• Team-oriented with excellent interpersonal and conflict-resolution skills.
• Dedicated to exceeding customer expectations.

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Key Responsibilities:

Customer Interaction Across Channels and Multiple Business Units:

• Respond promptly to inquiries via phone, email, live chat, and maintain a professional and empathetic approach while doing so.
• Assist physicians and representatives with application completion, technical support, and resolving complaints.
• Address technical issues, application concerns, and customer requests with clarity and efficiency.
• Deliver consistent, high-quality service across all communication platforms.

Efficient Prioritization and Multitasking:

• Manage multiple interactions simultaneously, ensuring timely responses in accordance with FSMB service standards.
• Maintain accuracy and attention to detail across all tasks.
• Prioritize tasks to meet response time goals and resolve issues within defined SLAs.

Accurate Documentation and Reporting:

• Document all customer interactions and resolutions comprehensively in Zendesk and other FSMB systems.
• Ensure proper documentation for follow-ups, audits, and internal references.

Collaboration and Escalation Management:

• Partner with internal teams to address complex customer needs and escalate unresolved issues as necessary.
• Collaborate to improve processes and enhance customer satisfaction.

Customer-Centric Problem Solving:

• Actively listen to customer feedback, identify pain points, and recommend actionable solutions.
• Deliver personalized solutions tailored to individual customer needs while maintaining professionalism.

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What Can You Bring to the Role?

• Education: Associates degree; a bachelor's degree in a related field preferred.
• Experience: 2-3 years of office experience, including 2+ years in customer service (preferably in healthcare or professional associations).
• Technical Proficiency: Proficient in Windows environments and Microsoft Office Suite.
• Skills:
• Communication Skills: Strong written and verbal communication skills with the ability to simplify complex information when necessary.
• Problem-Solving: Demonstrated ability to handle challenging interactions and deliver effective solutions.
• Time Management: Proven ability to prioritize, multi-task, and meet deadlines in a dynamic work environment.
• Typing/data entry skills of 45-50 WPM with high accuracy.
• Strong organizational, critical thinking and problem-solving abilities.

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Performance Metrics:

• Channel Response Times: Meet or exceed defined SLAs for email, chat, phone, and social media.
• First Contact Resolution (FCR): Achieve high resolution rates during the initial interaction.
• Customer Satisfaction (CSAT): Maintain or exceed target satisfaction scores.
• Documentation Accuracy: Consistently record customer interactions and resolutions with minimal errors.

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What Do We Offer?

At FSMB, we cultivate a collaborative, family-like work environment where you can grow and thrive. Our hybrid work model combines the flexibility of work-from-home days with the benefits of in-office collaboration. We also offer:

• Generous Benefits: Medical, dental, vision, and life insurance.
• Retirement Plans: 401(k) with generous employer match and 10% profit-sharing contributions.
• Time Off: Generous vacation, paid holidays, and work-life balance.
• Professional Development: Tuition reimbursement and opportunities for growth.
• Wellness Perks: Onsite fitness facility and team-building activities.
• Engaging Culture: Fun departmental competitions, potluck lunches, and seasonal events like Halloween decorating contests.

FSMB is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran.