Customer Experience Representative

Dallas, TX, United States Junior, Mid-Level

The primary duty is the performance of office or non-manual work directly related to the general business operations of Homecare Homebase customers. Responsible for handling software support requests or work orders initiated by customers. Must possess the ability to communicate effectively both orally and through written correspondence. A Customer Experience Representative should be detail oriented and able to manage multiple projects simultaneously. Responsible for independent research and testing of application to resolve customer concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Monitor the RightNow unassigned ticket queue to triage, prep, resolve, or escalate customer issues as appropriate.
  2. Answer the incoming HCHB customer support phone line.
  3. Answer any incoming customer chats.
  4. Watch for trends in incoming RightNow tickets.
  5. Adhere to departmental policy regarding necessary documentation.
  6. Effectively provide consultation to and educate customers on the appropriate use of all products within the Homecare Homebase suite.
  7. Research data functionality and report problems to the development team with needed steps for customer resolution.
  8. Develop and ensure timely resolution to customer work orders.
  9. Develop relationships with customers to provide resolution to software challenges.
  10. Stay current on new functionality and software changes for releases, biweekly service packs and emergency hot fixes.
  11. Participate in training programs for the specialty you have been assigned.
  12. Participate in additional training programs as assigned by your manager.
  13. Serve as secondary support for answering phones when Customer Experience Specialists are out or during periods of heightened phone traffic.
  14. Act as a resource person to the implementation team members as needed while on site with a new customer.
  15. Educate new customers on operations of the Customer Services team and how to obtain assistance when needed.
  16. Assist customer field agents to utilize the hand held application and synch data back to the office based application.
  17. Train employees new to the team.
  18. Adhere to departmental policy regarding assigned shifts and lunch breaks.
  19. Adhere to HIPAA policies of Homecare Homebase.
  20. Assure confidentiality of agency information.
  21. Additional duties and responsibilities as assigned.
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