Legal Marketing and Case Support Specialist
Job Duck
Senior Client Support Representative
Microsoft 365
full-time
Posted on:
Location: Missouri • 🇺🇸 United States
Visit company websiteJob 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%
