Client Support Representative - Full Time - Hybrid - Machesney Park

$35,360 - $39,520/Yr

Experity - Machesney Park, IL

Full-time - Entry Level

Remote - Machesney Park, IL

Publishing Industries

About the position

The Client Support Representative at Experity plays a crucial role in providing exceptional support to urgent care clinics across the U.S. This position involves managing client requests, assisting with application training, and ensuring client satisfaction through effective communication and problem-solving. The representative will work in a hybrid environment, balancing remote work with in-office responsibilities as needed.

Responsibilities

• Answer inbound support calls/emails and make outbound follow-up calls/emails.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Identify and investigate application issues, guiding clients through corrective steps and following escalation processes.
• Build trusted and reputable working relationships with clients and internal teams.
• Drive improved client satisfaction scores.
• Maintain individual and team quality metrics.
• Utilize CRM for documentation, client communication, and ticket resolution and tracking.
• Escalate issues of increased priority to Client Solutions Specialist and management per procedure and SLAs.
• Utilize approved monitoring tools/resources to analyze technical issues.
• Encourage workflow improvements and Experity product features to clients.
• Adhere to all company and team-specific processes and procedures.
• Ability to work into a rotating shift for nights/weekends/Holidays.
• Other duties as assigned.

Requirements

• Proven ability to communicate well in English both verbally and written.
• Excellent organization and time management skills.
• Outstanding customer service and interpersonal skills.
• Ability to prioritize multiple tasks and work effectively under stress.
• Proficient in Windows-based applications and MS Office software products.
• High school diploma or equivalent.
• Two years of customer service experience.

Nice-to-haves

• Software/help desk experience is preferred.
• Previous EHR experience preferred.

Benefits

• Comprehensive medical, dental, and vision coverage starting the first day of employment.
• Eligibility for synthetic ownership in Experity after one year of employment.
• Employee Assistance Program including counseling and legal resolution.
• Flexible work scheduling to manage work-life balance.
• Generous Paid Time Off (PTO) plan that increases with milestones.
• Career development programs to explore potential and achieve career goals.
• Team building events such as company picnics and holiday parties.
• Competitive pay with quarterly bonuses and a 401(k) retirement plan with employer match.