Customer Experience Coordinator responsible for enhancing customer experience at HSR services in Hamilton. Engaging with diverse stakeholders and facilitating public consultation for service improvement.
About the role
- Client Support Representative providing technical support via phone, email, and chat for healthcare software solutions. Assisting clients and internal staff in managing technical issues and improving client experience.
Responsibilities
- Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
- Manage client requests and assigned projects to successful completion.
- Assist client/clinical staff/peers with application training and proper use.
- Correctly identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreements.
- Build trusted and reputable working relationships with clients and internal teams.
- Continuously seek opportunities to improve the client experience and support processes.
- Utilize CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
- Collaborate with peers and cross-functional teams to resolve complex or escalated issues.
- Troubleshoot user-reported software issues by leveraging documentation, internal tools, and curiosity-driven problem-solving.
- Meet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scores.
- Ability to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on-call schedule.
- Demonstrate ownership of time management and prioritize tasks in a fast-paced, client-obsessed environment.
- Other duties as assigned.
Requirements
- High school diploma or equivalent
- Experience in a medical office setting and/or experience with an Electronic Medical Record preferred
- Possess basic computer skills - including but not limited to computer hardware, software, and operating systems.
- Proficient with troubleshooting common technical issues (e.g., login problems, browser settings, application errors); eager to dig into details and uncover root causes.
- Ability to utilize a case management tool to document and log incidents, solutions, and client interactions.
- Strong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user-friendly manner.
- Proven ability to take initiative, work independently, and proactively solve problems using available resources.
- Excellent organizational skills with a focus on accuracy, consistency, and follow-through.
Benefits
- Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
- Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
- Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
- Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
- Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
- Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
- Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
- Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.
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