Account Support Rep Position Available In Hillsborough, Florida

Account Support Rep 4.1 4.1 out of 5 stars Tampa, FL 33624

Location:

Tampa, FL Pay Rate:

$22.91/hr

Duration:

11 months

Hours:

Monday to Friday 8:00am to 5:00pm

SUMMARY:

The Customer Service Representative leads the daily work functions for service delivery for HCA Healthcare Enterprise. The objective of the position is to drive superior customer service by demonstrating & executing the external communication strategy to articulate the value and capability of the solutions and support the strategy. The objective of the position is to drive superior customer service through participation and coordination, with an on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. The role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives. The CSR has the responsibility to support the implementation of the different workflow initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team, and 3rd party providers. Key components of success include SLA achievement, client satisfaction and retention, teamwork (internally & externally), and a closed-loop communication process. The main focal point for daily customer communications and escalations.

RESPONSIBILITIES.

Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors. The Customer Service Representative will act as the first point of contact, focused on supporting a specified customer base for all project discussions, job inquiries, and vendor support. Additionally focuses on improving customer experience and awareness of clients needs. Develop a community of practice Shifts may vary based on geography Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.) Record all incidents that occur inside the operation associated with solutions to ensure the Timeliness SLA is met. Response expectation within 1-4 hrs. Participation in quality & procedures improvement initiatives Develop a coverage plan for back-up as required. Awareness of all contracted SLAs is consistently achieved and tracked Coordinates employee customer training (order, tracking process) Implements and supports Critical Processes such as Client Accounts Procedures Manual (CAPM) via the Global Services Delivery Model Build & update WebCRD catalogue for assigned Division during the onboarding process and as client requests, to include edited or new catalogue items Become proficient with online Tools (WebCRD, ODNet, etc.) Communicate rejected file issues via online tools with 1-2 hours of notifications Vend custom jobs per Division, per customer requirements & track Client order tracking included; report monthly to Vend Coordinator Workload balance with team members i.e., when load has dropped, reach out to Site Coordinator/team to offer support

EXPERIENCE

5+ years relevant experience Experience with an extensive array of network color printers and Digital Front Ends Experienced with advanced principles of color theory, color calibration process and instruments, color management, gamuts, and ICC color profiling

EDUCATION

Minimum High School diploma or equivalent

Benefits:

(employee contribution) Health insurance Health savings account Dental insurance Vision insurance Flexible spending accounts Life insurance Retirement plan All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #IND06