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Customer Service Representative – Orlando, FL

Second Image National, Inc  Orlando, FL

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Second Image National, Inc/Orlando, FL

Oversees the fulfillment of client requests in order to ensure accuracy, timely completion, and the overall satisfaction of our clients in all areas of client service.

• Take proactive actions and provide status of pending requests to clients.
• Effectively handle all clients' inquiries regarding Customer Service issues.
• Maintain a consistent line of communication regarding client with the Sales Representative.
• Coordinate efforts with other departments to handle client issues.
• Ensure that client preferences are documented and updated into the computer system.
• Ensure clients are contacted at first sign of problem, concern or delay.
• Ensure that client contacts and custodial contacts are documented accurately in the system
• Ensure that clients have all information about locations that may affect orders.
• Meet regularly with team members and assigned sales representatives for updates on clients’ status.
• Keep Customer Service Manager apprised of all client issues or backlog.
• Verify correct codes and call back dates are being entered.
• Follows workflow identified in department procedure manual.
• Enter or retrieve notes in computer system and type correspondence and reports.
• Notifies supervisor when there are errors; corrects or refers work to other departments for correction.
• Reads incoming correspondence and gathers data to formulate reply.
• Keeps track of correspondence sent, received, or requiring further action.
• Establishes priorities for specific customers.
• On occasion, contacts prospective clients to explain features of services, cost, and advantages.
• Maintain business confidentiality relative to pricing, promotion, customer lists, and methods of distribution.
• Perform other duties as assigned.

• Industry experience preferred in legal support services, medical record retrieval, or health information management, a PLUS
• High School diploma or general education degree (GED).
• Minimum of 2 years of related experience; or equivalent combination of education and experience.
• Ability to handle challenging client interactions.
• High detail orientation and follow-up skills
• Strong oral and written communication/presentation skills.
• Outstanding interpersonal skill with, peers, superiors, customers, vendors, and other partners.
• Strong computer skills; ability to navigate through the Internet, MS Office, and email.
• Ability to prioritize and meet critical deadlines.

• This position is a Full-Time Position: M-F 8:00AM – 5:00PM or earlier. Hourly rate is negotiable depending on experience.
• Second Image National offers medical, dental, vision, group life, voluntary life, flexible spending accounts, tuition reimbursement, and 401(k).

Second Image National is an equal opportunity employer.

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