Technical Customer Service Representative Harmony Information Systems
THIS JOB HAS EXPIRED Harmony Information Systems Inc., (Harmony), the leader in integrated health and human services management, provides comprehensive solutions that enable organizations to manage growing consumer caseloads with existing resources. The company's end-to-end solutions manage the delivery of care for elders and intellectually disabled persons, enabling organizations to maximize outcomes while increasing service delivery efficiency, ensuring compliance with funding requirements, and automating Medicaid waiver processes. Harmony products are used by more than 900 state, local, and private provider human service organizations to manage both traditional and consumer-directed models of service.
Harmony has an immediate need for a Customer Service Representative (CSR). Hard working, organized, and previous CSR experience will be keys to success with Harmony's customer care organization. In this role, the Harmony CSR will be responsible for ensuring Harmony's customers receive the care, training, and support they need to effectively utilize a wide-range of Harmony products. The CSR will be required to solve problems and investigate/resolve a wide variety of issues and customer requests that will include gathering information, setting expectations, and working with other internal departments to ultimately resolve each issue to the customer's satisfaction. Additionally, the CSR will be expected to fully document each customer interaction within the ticketing system and will route, maintain, and track outstanding support requests and provide thorough follow-up. The CSR will be held accountable for the successful resolution of all customer requests.
This position is in our Essex Junction, VT office.
--Answer incoming calls accurately, efficiently, and within service levels
--Listen and respond appropriately to customer inquiries
--Comprehensive documentation for every customer interaction within the company ticketing system
--Excellent attendance is critical to the success of supporting our products and overall business
--Use active listening, probing, play-back, and style-matching skills to evaluate the customer's needs
--Perform comprehensive troubleshooting on customer issues including data collection, issue recreation, reviewing documentation or asking internal subject matter experts
--Focus on providing the customer continuous status updates throughout the remediation process
--Educates the customers on features, benefits, and use of all company products and services
--Ensures quality service through accuracy and the commitment to first-contact resolution
--Represent Harmony in a professional and positive manner at all times
--Demonstrate courtesy and patience in customer relations
--Perform additional duties such as special projects, customer outreach campaigns, participate in customer user groups, etc as assigned
--Keep management informed of problems/concerns that could potentially diminish service effectiveness
--Ability to work overtime as needed
--Other duties and responsibilities as assigned
--Experience in a customer service or call center position, handling inbound telephone calls and direct customer interaction.
--Bachelor Degree strongly preferred
--Excellent verbal and written communication skills including grammar and voice quality.
--Customer service knowledge with problem resolution skills
--Accuracy and attention to detail required
--Strong technical aptitude with preference given to those with strong Microsoft Windows and SQL Server Database skills
--Ability to work under pressure accomplishing multiple tasks simultaneously
--Ability to work independently and as a team player
--Willingness to follow departmental policy and procedures
--Must be able to work a flexible work schedule, with some holidays and overtime required
--Positive attitude, enthusiasm, professionalism and a high level of integrity and ethics.
--Experience with NetSuite a plus.
--Perform other duties as assigned by management
THE POSITION IS LOCATED IN ESSEX JUNCTION, VT. This is shift based work so flexibility to adjust work schedule between 8:00am - 9:00pm on an infrequent basis is required.
Please send resume to firstname.lastname@example.org
Harmony provides equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, religion, color, sex, sexual orientation, age, national origin, disability, military status, or any other characteristic protected by applicable federal or state law. HarmonyIS is a drug-free workplace. Employment is contingent on results of a criminal background investigation. Harmony uses e-Verify to confirm work status.
THIS JOB HAS EXPIRED
Founded in 1999, Harmony Information Systems is the leader in integrated health and human services management, providing comprehensive solutions that enable organizations to manage growing consumer caseloads with existing resources.
Shipping Product Investors: JMI Equity
, Updata Partners All Jobs: at Harmony Information Systems
|Headquarters:||11700 Plaza America Dr|
Reston, VA 20190
|Company Profile:||Harmony Information Systems, the leader in integrated health and human services management, provides comprehensive solutions that enable organizations to manage growing consumer caseloads with existing resources. Our end-to-end SaaS solutions manage the delivery of care for elders and disabled persons, enabling organizations to maximize outcomes while increasing service delivery efficiency, ensuring compliance with funding requirements, and automating Medicaid waiver processes. Harmony products are used by more than 900 state, local, and private provider human service organizations to manage both traditional and consumer-directed models of service.
We are a rapidly growing, venture capital-backed company with an experienced management team and we are looking for high performing individuals who share our passion to deliver superior products, mission critical solutions and an amazing customer experience. Headquartered in Reston, Virginia, Harmony also has an office in Essex Junction, Vermont. For more information, visit www.harmonyis.com or find us on Facebook, Twitter and LinkedIn.
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