CUSTOMER SUCCESS REPRESENTATIVE
It is hard to find someone in today’s world that hasn’t been impacted by cancer. At OncoLens, we envision a world where every cancer patient has access to the best possible minds, therapies and innovations in care – in time to make a difference. We are committed to creating tech-based platforms to deliver solutions for cancer care professionals to improve treatment plans and save lives.
Join our team and be part of an exciting, rapidly growing company that is making a difference in the fight against cancer. We are looking for a Customer Support Representative with high energy, who is a selfstarter and energized by working in a dynamic environment. This role reports to the VP of Operations and Customer Success at our offices at ATDC in Atlanta, GA.
Our team is in need of an enthusiastic individual who can listen to customers and then offer a unique and innovative solution to each problem. The successful candidate for this role will be able to create raving fans by being a good listener and astute problem solver, while having great people skills and a strong understanding of product knowledge to offer quick and accurate assistance to customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Meeting or exceeding all follow up commitments to customers
Ensure customer satisfaction and provide professional customer support
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Provide training for as needed, on all aspects/roles of the application
Processing orders, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues, as necessary.
Supporting management of the client relationship by fostering an environment which will lead to additional product adoption with the client base
Maintaining a high level of professionalism with clients and working to establish a positive rapport with them
Updating customer information in the customer service database during and after each call
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers
Provide demonstrations of the application to prospective and current clients
TRAVEL REQUIREMENTS: 15%
Superior problem-solving skills
Strong written and verbal communication skills
Excellent organizational skills and ability to efficiently handle multiple issues at once
Strong business acumen and understanding of department’s role in organization
Must have at least three years of B2B customer service management experience
Effective communicator, collaborative, customer-focused
Strong interpersonal, presentation, and communication skills and comfortable interacting with physicians and hospital leadership
Experience with Freshdesk, and CRM products such as Salesforce.com preferred
Ability to manage multiple, simultaneous tasks and deadlines; prioritize effectively and handle shifting priorities smoothly and professionally
Potential to grow into management role
EDUCATION AND QUALIFICATIONS
Knowledge of healthcare operations; preferably a cancer center
Certification in a cancer care related field (CTR, Navigator, etc.) or extensive related experience in a cancer center preferred
Experience working as a Cancer Conference Coordinator preferred
Bachelors’ degree in Healthcare, Consumer, Business or Management studies or seven to ten years related experience and/or equivalent combination of education and experience
Proficiency in MS Word, Excel, Outlook and PowerPoint required
Excited to learn more? Apply at firstname.lastname@example.org
To apply for this job please visit go.oncolens.com.