Under the direction of the Client Services Supervisor, the Client Service Representative is responsible for delivering Service Excellence by responding to Customer inquiries and requests. As an ambassador of ICS, the Client Service Representative will drive program engagement and customer satisfaction by providing a positive customer service experience which includes, first call resolution, problem solving, responding to Customer needs professionally with every interaction both internally and externally.
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Service incoming customer calls, emails and faxes by responding to general inquires and requests for information related to ICS program and Customer inquiries
2. Maintain performance standards by utilizing defined Service Level Agreements
3. Analyze and investigate Customer issues by taking the appropriate action in a professional and timely manner
4. Ensure that every Customer interaction is in alignment with the AmerisourceBergen corporate values
5. Deal with adhoc changes and difficult queries in a patient and professional manner
6. Maintain strong product knowledge for clients assigned within the POD
7. Demonstrate an ongoing effort to achieve and exceed performance expectations by meeting daily, weekly and monthly targets
8. Work closely with Client Service Team Lead/Supervisor to consistently deliver Service Level Agreements
9. Ability to handle escalated issues by proactively evaluating and recommending solutions to Customer challenges including working with internal/external customer groups to resolve Customer concerns
10. Make suggestions and recommendations in an effort to continually improve customer service operations.
11. Complies with all appropriate policies, procedures, safety rules and regulations.
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