Client Service Specialist will oversee, manage, and communicate with assigned Healthcare clients on a consistent and ongoing basis to ensure client satisfaction.

Full job description

Join the GBS Corp. Client Services team. We offer a family-oriented culture; supported by a solid employee-owned enterprise – giving you the best of both worlds.

About GBS Corp:

Industry Leading Training: We are committed to learning and development. We grow leaders!

Competitive and Comprehensive Benefits: Medical, Dental, Vision

Employer Paid Life and Disability

Generous Company Paid Retirement Plan

Cash Profit-Sharing

Wellness Program

9-10 Paid Holidays

Position Summary

Client Service Specialist will oversee, manage, and communicate with assigned Healthcare clients on a consistent and ongoing basis to ensure client satisfaction.

Provide service, support, and minor training to GBS clients for purchased Healthcare products. Service is accomplished by utilizing voice communications, web access, and remote training and assistance. The position requires the ability to coordinate and manage multiple tasks simultaneously.

Location:

Remote – However, candidates must live in OH, AL, FL, GA, IL, KY, LA, MA, MI, MO, NC, PA, SC, TN, VA

Duties/Responsibilities:

• Monitor inbound call queue and answer of inbound calls from Clients to gather and document information, provide troubleshooting assistance and offer reasonable expectations on resolution of the issue.
• Oversee all Client accounts assigned; while providing frequent updates on corresponding Client account support cases.
• Develop and maintain a professional relationship with Clients.
• “Owning” the issues that are assigned and providing frequent communication to the Client of updates.
• Facilitation of 3rd party or manufacturer access to assist in troubleshooting and resolution of issues unable to be resolved internally.
• Communicate to the Client Account Manager of any escalations or issues that are relevant.
• Review assigned help desk tickets and ensure they are being addressed appropriately, efficiently, and in a timely manner
• Maintain a consistent and dedicated effort to learning updates and enhancements of vertical products and associated applications.
• Suggest and deliver ideas, concepts, strategies and programs that will make GBS a better support and service company.
• Provide remote service and diagnostic assistance through web access.
• Submit ideas and suggestions for the GBS newsletters to promote company image and improve Client communications, as requested.
• Adhere to all company policies and procedures
• Educate and offer Clients additional services and products to address a need as evidenced by support requests and or Client interactions.
• Deliver expert knowledge, service, limited entry-level training, and assistance for GBS Product offerings, value-add offerings.
• Possess basic knowledge of Microsoft operating systems, database utilities, backup utilities, design utilities and other third-party GBS product offerings
• Provide product configuration tasks
• Maintain accurate, timely and thorough Client documentation
• Meet with Management to inform them of account status, ongoing issues, opportunities, and potential issues which may cause a negative impact to GBS and the Client experience.
• Participate in Client reviews and meetings as requested
• Installation and maintenance of software product licensing as requested or indicated.
• Create documentation for Client on issue resolution and publish documentation for internal use
• Coordinate with vendors and 3rd parties for the purpose of performing warranty and/or maintenance functions.
• Perform other duties as assigned and/or assume additional responsibilities as requested.

Required Skills and Abilities:

• 1 year of customer service experience is required
• Strong communication skills including verbal, written, interpersonal and listening
• Strong organizational and planning skills
• Working knowledge of operating systems used in vertical such as Microsoft office applications (Word, Excel, Outlook, Teams, etc.)
• Working knowledge of general office equipment
• Ability and experience in creating and maintaining professional relationships.
• The ability to coordinate multiple projects simultaneously
• TEAM player attitude and the ability to positively interact with co-workers at all levels of an organization.
• Potential periodic travel availability as requested

Education and Experience:

• NextGen Certified Professional or obtain certification within 6 months of employment
• Bachelors’ degree in related field preferred
• Experience in customer / client services preferred
• Healthcare experience is preferred

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Get to Know Us

Since our founding in 1971, GBS has understood the value of identifying and investing in technologies that change and improve the dynamics of how our customers do business. From developing feature-rich software solutions to deploying advanced print and marketing services and solutions using multi-million-dollar equipment, GBS is always engaged in upgrading its technology capital because we know how high-tech can translate to high productivity. Across every one of our diverse product and service platforms, we innovate increased productivity for our customers.

At employee-owned GBS, our culture is one that values people, their commitment to meeting customers’ needs and the expertise that enables them to do this successfully. In sum, we are America’s Productivity Partner because GBS is the home of AMERICA’S PRODUCTIVITY PEOPLE. Depth of industry experience, cross-discipline knowledge and often career longevity and company loyalty equip our team members to achieve consistently high levels of execution on behalf of our customers.