The Customer Service Representative leads the daily work functions for service delivery for HCA Enterprise. The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy. Objective of the position is to drive superior customer service through participation ... and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. 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 responsibility to support the implementation of the different workflows 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.
MAIN RESPONSIBILITIES.
• Manage communications for print production jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
• The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client's 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 w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
• Participation in quality & procedures' improvement initiatives
• Develop coverage plan for back-up as required.
• Awareness of all contracted SLAs are consistently achieved and tracked
• Coordinates employee customer training (order, tracking process)
• Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model
• Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items
• Become proficient with online Tools (WebCRD, ODNet, etc.)
• Communicate rejected file issue 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 extensive array of network color printer and Digital Front Ends - Experienced with advanced principles of color theory , color calibration process and instruments, color management, gamuts, and ICC color profiling
