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Customer Service Representative

  • VGM Education
  • Waterloo, IA
  • Full Time
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Job Description

In this role you will be responsible for handling inbound customer service inquiries. As a highly trained expert on products, technology, and business process, you will work on behalf of VGM Education. This role requires you to interact with existing clients and potential new clients each week across the country to resolve support issues, train on the products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be a confident, fully engaged team player that is dedicated to bringing a positive and enthusiastic outlook to work each day.   

Responsibilities

These are the responsibilities expected of an applicant interested in this position.

  • Assist sales team with marketing support as needed to increase productivity and generate sales
  • Support the Education team with ongoing projects and needs during daily activities
  • Utilize systems and technology to complete account management tasks
  • Recognize customer engagement opportunities and use customer service skills to upgrade members boost customer engagement.     
  • Appropriately escalate customer dissatisfaction
  • Be current on industry news, trends, and terminology
  • Have a broad understanding of the current products and programs VGM Education offers in both the long-term care and home medical equipment platforms
  • Conduct the onboarding of new members and provide training and ongoing support
  • Make daily calls to current members to increase utilization of their membership benefits
  • Professionally handle all client requests (calls, live chats, emails) and thoroughly answer any questions, issues, or concerns
  • Ensure first contact resolution through problem solving and effective call handling
  • Provide consistent quality customer service,
  • Assist with customer retention efforts through follow up on existing accounts and billing when appropriate.
  • Contribute to the maintenance of membership and prospect data through the customer relationship management system
  • Maintain a positive and professional attitude while working with others of varying backgrounds
  • Project enthusiasm and confidence in your verbal and written communication
  • Play a fundamental role in achieving our ambitious goals and growth objectives
  • Understand that duties, responsibilities, and requirements may change at any time with or without notice. This provides opportunity for increased understanding of VGM’s various departments and divisions.
  • While performing the duties of this job, the employee is regularly required to assist with other departmental functions
  • There are no supervisory responsibilities in this role

Qualifications

Applicants are expected to meet these qualifications to be considered for this position.

  • Preferred one to two years of experience in the home medical equipment industry
  • Working knowledge of software such as Outlook, Excel, Word, PowerPoint along with the ability to learn VGM-developed systems
  • Customer-focused approach to work; our company exists because of and for our customers
  • Possess the ability to be independent in much of their function and to reach out when help is needed
  • Highly organized with the ability to prioritize workload and manage multiple, potentially conflicting timelines with attention to detail and a positive outlook
  • A flexible attitude with respect to work assignments and new learning opportunities
  • Shows commitment to and performs consistently high quality work
  • Must be detail oriented, demonstrate excellent communication skills, have the ability to solve problems, and thrive in a team environment. 
  • This position operates primarily in an office environment, so sitting at a desk for long periods of time will be a daily occurrence.

Find out more about VGM Education at vgmeducation.com

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