Microsoft 365

Senior Client Support Representative

Microsoft 365

full-time

Posted on:

Origin:  • 🇺🇸 United States • Missouri

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Job Level

Senior

About the role

  • Serve as primary support source for a specific client’s member services
  • Front-line call taking to understand and improve customer experience
  • Answer questions, resolve issues, and provide guidance to members
  • Track all client patients and proactively reach out to ensure medication delivery
  • Receive, analyze, and approve PA override requests using internal resources
  • Handle Jira tickets according to service level agreements and enter process issues
  • Follow established procedures for production, productivity, quality, and customer service
  • Meet performance targets for speed, efficiency, and quality
  • Communicate constantly with members about positive or negative experiences
  • Use daily reports and ticket processes to identify and mitigate member issues
  • Trend training needs and identify/implement improvement opportunities
  • Act as liaison between customer and Archimedes and understand impact on fiscal stability

Requirements

  • 3+ years call center experience preferable
  • Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook
  • Ability to execute to standard call center management metrics
  • Able to work in office 100%