CLIENT SERVICES TECHNICIAN (Levels I, II, and III)
Job Summary
The
CLIENT SERVICES TECHNICIAN serves as the Company’s first point of contact for incoming customer calls regarding the Company’s products, equipment, and/or services. Positive interaction with customers and timely resolution of issues are critical components of this position. The
CLIENT SERVICES TECHNICIAN must be an active listener who can calmly handle emotional customers and de-escalate conflicts since many issues arise because a pharmacy (our customer) is attempting to resolve an issue for an in-person customer they are currently assisting.
The
CLIENT SERVICES TECHNICIAN has 3 levels:
- Individual job duties may differ according to the job title stated in offer letter
CLIENT SERVICES TECHNICIAN I - This position is an entry-level position in which the employee has an opportunity to learn about the Company’s various products and services through on-the-job training. Gaining a greater understanding of the Company’s products and services may lead to opportunities to advance to Client Services Technician II, Client Services Technician III, or other positions in the Company.
CLIENT SERVICES TECHNICIAN II - In this position, the employee may continue gaining knowledge about the Company’s various products and services through continued on-the-job training. Gaining a greater understanding of the Company’s products and services may lead to opportunities to advance to Client Services Technician III, or other positions in the Company.
CLIENT SERVICES TECHNICIAN III - In this position, the employee may continue gaining knowledge about the Company’s various products and services through continued on-the-job training. Gaining a greater understanding of the Company’s products and services may lead to opportunities to advance to Application Support Specialist or other positions in the Company.
Key Duties:
CLIENT SERVICES TECHNICIAN I
- Responds to approximately 20 incoming customer calls and emails daily relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s)
- Escalates more complex issues, as necessary, to another Client Services Technician, a Client Services Specialist, the Client Services Supervisor, or a different department as appropriate, to respond to or resolve the issue
- Accesses customer screen using the Company’s proprietary program to assist in the resolution of the customer issue(s)
- Reads notes and researches customer information to understand the customer’s service history
- Timely enters accurate and complete notes about each call in the Company’s system
- Follows up with customers via telephone or email to determine if their issue(s) was resolved, if the service provided was satisfactory, and if the customer received a timely and effective response
- Tracks customer calls in the Company’s database to ensure that customers receive a timely and effective response
- Studies user manuals and uses product-related test systems to gain knowledge about the Company’s software products
CLIENT SERVICES TECHNICIAN II
Similar duties as listed above as well as:
- Responds to approximately 10 incoming customer calls daily relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s)
CLIENT SERVICES TECHNICIAN III
Similar duties as listed above as well as:
- Responds to approximately 6 incoming customer calls daily relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s)
- Collaborates with coworkers in Client Services and other departments to discuss, develop, coordinate, implement or communicate solutions to customer issues
- May supervise Client Services department from time to time in the absence of the Application Support Supervisor
Education/Training:
CLIENT SERVICES TECHNICIAN I
- High school diploma or equivalent required
- Pharmacy Technician certificate or knowledge of the pharmaceutical industry helpful
- Customer service experience in retail, hospitality, or other fields helpful
CLIENT SERVICES TECHNICIAN II
- Associates degree in computer science, business or related field required. Some experience as a Client Services Technician I may be considered in lieu of required education and/or experience
- Minimum of three (3) years in the position of Application Support Technician I or a similar customer support position
- Certifications in MCSA and CCNA or equivalent experience
CLIENT SERVICES TECHNICIAN III
- Associates degree or equivalent required. Some experience as a Client Services Technician II may be considered in lieu of required education
- Minimum of six (6) years in the position of Client Services Technician I or II or a similar position
- Certifications in MCSA and CCNA
Work Experience/Skills:
CLIENT SERVICES TECHNICIAN I
- Strong oral and written communication skills
- Strong interpersonal, active listening, and empathic skills needed to handle difficult situations and frustrated customers
- Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box) to identify and resolve customer issues relating to the Company’s products, equipment and quickly and effectively services
- Prompt and regular attendance at an assigned workstation
- Ability to work as part of a team and collaborate effectively with coworkers
- Basic knowledge of Word, Excel and Outlook required
- Basic computer knowledge needed to maintain or transfer computer files
- Ability to read and comprehend previous customer history to determine the next appropriate step
- Ability to write clear, concise, and factual (non-emotional) notes to the customer file regarding customer conversations or contacts and carefully proofread those notes
- Self-motivated to become more knowledgeable about the Company’s products and services, as well as the pharmaceutical industry
- Basic knowledge of Company products, equipment, and services helpful
CLIENT SERVICES TECHNICIAN II
Similar duties as listed above as well as:
- Ability to collaborate with coworkers in Client Services and other departments to discuss, develop, coordinate, implement or communicate solutions to customer issues
- Good knowledge of Word, Excel and Outlook required
- Good computer knowledge needed to maintain or transfer computer files
- Good working knowledge of the Company’s multiple product lines as well as equipment and services
CLIENT SERVICES TECHNICIAN III
Similar duties as listed above as well as:
- Strong computer knowledge needed to maintain or transfer computer files
- Strong to expert working knowledge of the Company’s multiple product lines as well as equipment and services
Discretionary Judgment:
- Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge level of the products, equipment, and services, but may seek the assistance of co-workers or management to assist in the resolution of issues as needed
Physical Demands, Working Conditions, and General Employment Guidelines:
- Sitting, standing, and talking on the phone and using a headset for a majority of the workday
- Using the computer throughout the workday to enter or read notes and communicate via email or instant messaging regarding customer issues or actions needed or taken
- Moderate levels of stress may be experienced in the performance of the job
- Sitting and standing for much of the workday
- Some travel to customer locations may be required from time to time for Level III Technician
- Position is performed in a general office environment, home office, or approved remote workspace
Equipment:
- Heavy use of the telephone, computer, printer, and other routine office equipment
Safety to Self and Others:
- Little responsibility for safety of others. Job is performed in an office setting where there are not hazardous materials or equipment
