Client Service Representative

SUMMARY:

WLT Software is a cutting-edge software company seeking candidates with technical capacity, computer proficiency, and strong customer skills to join our Technical Support teams.

We are looking for analytical listeners and problem solvers who enjoy helping others. In this role, you will be providing effective and timely technical support along with giving our Clients an exceptional service experience.

Candidates must be analytical, self-motivated, and possess strong communication, documentation, and multitasking skills. They must also be eager to not only learn new skills, but actively seek opportunities within the organization to augment their knowledge base. The ideal candidate will have previous problem-solving experience in technical or customer support roles and be adept at building relationships.

The role requires close collaboration with external and internal members of our organization, including our Clients, as well as our Sales, Implementation, Quality Assurance, and Programming team, to develop and implement effective support strategies.

The Client Service Representative will report directly to the VP of Client Service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

  • Provide excellent customer service.
  • Respond and solve Client questions, problems, and requests, in a timely fashion, by phone or email.
  • Document activities and correspondence via our Internal tracking system.
  • Use active listening to understand and document the Client’s issues, and work through the problem-solving process with them to empower and train them.
  • Will need the ability to speak in front of people to be able to train or demonstrating system after learning the system.
  • Have understanding of working with a data entry, open database software.

SUPERVISORY RESPONSIBILITIES:

None JOB TYPE: Full-time nonexempt.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The required skills listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

  • 4 – 6 years of Customer Service
  • Solid experience in Software-Technical Support.
  • TPA/Insurance Company/Medical Technology experience is a plus.
  • Programming/Quality Assurance experience is a plus.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

  • Professional with a strong work ethic
  • Expert in Analysis and problem solving.
  • Exceptional in communicational skills by speaking clearly and persuasively in positive or negative situations; listens and gets clarification; and responds well to questions
  • Ability to deescalate negative situations calmly and know when to escalate the conversation to the chain of command.
  • Ability to exercise judgment within defined procedures and practices to determine action.
  • Expert in documentation and follow-up
  • Exceptional writing, editing, proofreading, and research skills
  • Strong interpersonal and client relations skills
  • Expert in MS Office 360 programs: Excel, Word, Outlook, One Drive, SharePoint, and Teams
  • Experience in Adobe and DocuSign helpful
  • Must be reliable by being consistently at work on time and no excessive absenteeism and ensures work responsibilities are completed on time.
  • Team player who can balance team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts successes of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
  • Make sure that all safety and security procedures are always be practiced.
  • Displays passion and optimism; inspires respect and trust.
  • Entrepreneurial, outside-the-box thinker
  • Goal, detail, and results-oriented; extremely organized; strong attention to detail and motivated
  • Ability to multi-task and prioritize a must
  • Adapts to changes in work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events.
  • Healthcare Industry Knowledge a plus. SCHEDULE:
  • Monday through Friday
  • We provide support from 8:00 am to 7:00 pm Eastern time; 8-hour shifts will be assigned within those hours.
  • Weekend and/or overtime may be required at times.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk and sit. The employee is occasionally required to stand; sit; reach with hands and arms; and stoop, kneel, or crouch.

Occasional travel including overnight stays will be required.

The employee must occasionally lift and/or move at least 40 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

WLT is a fast-paced environment but always put respect and good attitude above all else. We are an all-inclusive environment and do not tolerate harassment or any other inappropriate behavior towards other personnel, clients, or vendors.

The dress code is casually dressed but appropriate for an office environment.

WLT management always welcomes and encourages suggestions and openness on any procedure or enhancement to our product. We have an open-door policy to talk to any manager but do respect the hierarchy of your department prior to going to an officer of the company.

BENEFITS:

(eligible after 90 days)

  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Paid time off.
  • Holidays off.