Job Description

We have great people here and are looking for more. Come join us - you will love it!Job Title: Concierge Client Support Specialist
Department: D&HS Position
Type: Full-Time
Band and Grade: G2-L1
Location: RemoteAbout The Role: Seeking applicants who have a passion for being connected to a customer, on the front lines helping to solve a problem, and are good with processes not bound solely by SOPS, rather driven by critical thinking, client rules and judgement. We are seeking some well-developed skill sets, but also strong potential candidates who need training and support. Join us if you like the client and operations fulfillment \xe2\x80\x93 this unique opportunity is a great blend between two worlds that don\xe2\x80\x99t normally intersect.The nature, scope and tasks of this position

• Schedule Drug /Clinical test Registrations for the candidates as per the client preference/instructions.
• Responding to questions about our service status, results and provide additional specialized services upon request to internal Client facing Team & Client\xe2\x80\x99s.
• Communicate and interact with fulfillment departments/Vendors/Clinics regarding issues related to OHS open Orders & to get results from Clinics Overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests.
• Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
• Effectively communicate with clients, management and team members on an as needed basis with issue resolution.
• Conduct client needs analysis presentations to management as requested
• Conduct and deliver additional projects as assigned by manager
• Handle additional responsibilities outside of standard daily support tasks.
• Taking ownership and driving client projects from beginning to end
• Act as representative/liaison for Client Service to other depts.
• Assists with training of new employees

Required Skills/Related Knowledge & Experience

• Must be able to analyze a situation and respond quickly in a courteous and professional manner
• Must have excellent written & verbal communication skills.
• Must understand all aspects of the fulfillment process and be able to effectively explain them to the requestor.
• Capable of handling a large number of calls and e-mails
• Self-starter and have an ability to see the process through from start to finish
• An individual who does well under pressure with time-sensitive projects
• Good interpersonal skills and critical thinking
• Ability to handle escalated issues in a timely and professional manner and remain calm.
• Ability to prioritize tasks and respond/escalate appropriately.
• Undergraduate / Graduate
• 3+ Years\xe2\x80\x99 experience in BPO into Customer Service

Follow us:Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

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