Job Summary: Customer Care Associates are responsible for receiving, resolving, and/or forwarding customer concerns and complaints to the service department and/or service coordinator for resolution, entering data regarding each call received into the ABS system, and following up with customers regarding the resolution of their concern or complaint to ensure customer satisfaction. Essential Functions:
- Handle all customer phone calls according to prescribed procedures with highest level of professionalism
- and positive demeanor.
- Enter customer complaints/comments into the ABS database and forward as necessary to account manager
- and/or service coordinator.
- Track and report on all account activities as required
- Follow-up with customers and internal management regarding resolution of customer service issues to the
- customer's satisfaction.
- Resolve escalating customer issues in a proactive manner in order to minimize amount of calls forwarded to
- management.
- Present revenue and/or cost enhancing options to customers as appropriate.
- Ensure new account satisfaction with their installations and address concerns/issues.
- Manage large accounts as assigned by supervisor.
- All other duties as assigned by supervisor.
Required Skills & Abilities: Minimum of two years relevant experience in a customer service role required. Experience with complex customer service issues strongly preferred. Good working knowledge and skill in operating computers, data entry, and office equipment, etc., required. Strong working knowledge of MS Excel and MSWord and familiarity with Access is helpful but not required. Must have well developed communication and basic math skills, organizational and analytical skills, efficient multi-tasking abilities, ability to work independently with limited supervision, organizational skills, working in a team environment. Physical Requirements: None Required Credentials: High school diploma or GED required. Coursework in business and/or computer software a plus. Disclaimer: This description does not state or imply that the duties listed above are the only duties to be performed by the Associate. Associates are required to follow job-related instructions and perform other job-related activities requested by their supervisor. All requirements are subject to possible modifications in order to provide a reasonable accommodation to individuals with physical or mental disabilities as defined in the Americans with Disabilities Act. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other Associates. Requirements About Nixon Medical For more than 55 years, Nixon Medical has been a trusted leader in providing premium medical apparel and linens to outpatient healthcare centers. Our commitment to exceptional service has earned us partnerships with some of the largest regional health systems in the United States, and we proudly serve over 10,000 locations every week. As a mission-driven organization, we've built an award-winning workplace culture rooted in respect, integrity, and growth. Our mission - to grow and create opportunities that enrich each other's lives - comes to life through a culture focused on helping our associates become the best versions of themselves while empowering our customers to deliver outstanding patient care. Nixon Medical is proud to partner with Work Step, a cutting-edge text messaging-based associate feedback platform, to drive an amazing culture of associate engagement and continuous improvement. We believe to grow and create opportunities that enrich each other's lives, opportunities must be available to all. Our commitment to having a diverse, equitable, and inclusive workforce will strengthen our progress to continue offering long-term career opportunities while providing best in class solutions for our customers. Nixon Medical is an EEO/Affirmative Action Employer. #IND2
