The Product Support Representative is responsible for delivering high-quality, accurate resolutions to customers while adhering to stipulated policies and procedures. This role emphasizes troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction.
Requirements
- Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Respond promptly and accurately to customer inquiries, utilizing skills to identify and address root causes of issues demonstrating effective troubleshooting skills.
- Communicate effectively with customers through phone, email and chat, asking targeted questions to gain a full understanding of their concerns and ensuring clarity and understanding.
- Acknowledge and resolve customer inquiries by demonstrating active listening, understanding their concerns, and delivering tailored solutions that address their needs effectively.
- Gain and maintain in-depth knowledge of Tebra products, tools, and resources to guide customers effectively.
- Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective issue tracking.
- Collaborate and communicate with team members and leadership to resolve complex or recurring issues and coordinate with colleagues as necessary.
- Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks.
- Ensure customer satisfaction and provide professional customer support.
- Contribute to a culture of continuous improvement by identifying and advocating for process and tool enhancements.
Benefits
- Wellness and childcare subsidy
- University/Education discount
- Gympass for access to health and fitness apps
- Telus Employee Assistance Program for mental health resources