Manage customer relations and oversee warranty homes in assigned community at Lennar. Foster relationships with customers and trade partners to ensure quality service and completion.
About the role
- Customer Service Coordinator for Occupational Medicine at CityMD, acting as customer service liaison and providing support to various teams. Managing communications and ensuring resolution of customer inquiries.
Responsibilities
- Act as customer service liaison for Occupational Medicine Team by serving as the initial point of entry to the department, managing all contacts through multiple channels.
- Triage calls and emails to appropriate team members including but not limited to Sales, Operations, Aftercare, Case Management and Billing
- Resolve customer problems by clarifying their complaint, determining the cause of the problem, and providing appropriate solutions to ensure resolution
- Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every contact.
- Provide daily support to sales team by assisting employer accounts’ requests including but not limited to transmitting results and forms, answering questions regarding services performed, assisting with issues, educating on protocol, etc.
- Responsible for transmitting exam results to select employer accounts on a daily basis
- Collaborate with Operations site staff on a daily basis to assist with employer needs and troubleshoot issues
- Log errors related to Occupational Medicine using CRM Salesforce to report to Operations leadership with the goal to improve our Occupational Medicine services and offerings
- Maintain relationships with employer accounts through ongoing communication and touchpoints
- Assist with execution of the onboarding program for new employer accounts
- Track and maintain up-to-date account information and activities in Salesforce CRM
- Support all aspects of CityMD’s Occupational Medicine Sales, Service and Operation initiatives
- Work closely with other departments including but not limited to Operations, Academy, Marketing, Billing, Aftercare, Case Management, IT and Analytics to meet client needs, drive volume and ensure seamless operation processes for customer experience
- Log activity and maintain employer account information daily using CRM (Salesforce)
- Attend weekly department meetings to review progress of team goals and report progress
- Perform other duties as assigned
Requirements
- Bachelor’s Degree in Business, Marketing, Hospitality Management, Public Health or other applicable degree preferred
- Proven customer support experience
- Proficient in Microsoft Office (Excel, PowerPoint, Word)
- Strong understanding of all services offered within Occupational Medicine and ability to effectively communicate these services with expertise to both existing and prospective clients
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Exceptional customer service and interpersonal skills
- Ability to work well independently and in a team environment
- Positive attitude and ability to project this around others
- Strong multitasking and organizational skills
- High attention to detail
- Ability to work in a fast-paced, ever-changing environment
- Ability to remain professional and courteous with customers at all times
- Excellent verbal and written communication skills
- Experience in customer relationship management systems preferred (CRM Salesforce)
Benefits
- health insurance
- dental insurance
- life insurance
- access to a 401k plan
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