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Customer Support / Service Advocate

XDR Radiology Los Angeles, CA
  • Depends on experience
  • Full Time
  • Employer Likely to Respond

We’re looking for a Customer Support Advocate who has lead experience with small, tight-knit teams, but still loves working directly with clients. This recent real testimonial is the kind we like to see about our Customer Support Advocates:

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“[Customer Support] received a call from Dr. D today who wanted to express his gratitude for J…  He says that it’s not just the fact that J solved the problem, but he could tell J wanted to help.  He said J took the initiative to follow up and he didn’t even have to think about it, which was a big weight off his shoulders, as he has other things to worry about.”

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Customer Care and Support Duties include: 

  • Manage incoming calls, emails, and web requests with accuracy and friendliness 
  • Make outbound follow-up calls per customer requests and business requirements
  • Manage all assigned tasks (email, fax, and complaint follow-ups) promptly and efficiently
  • Proactively identify customer needs 
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate and complete information by using the right tools
  • Meet both individual and customer support team metrics for call handling and task management
  • Appropriately escalate issues as needed
  • Cross-train in shipping and other processes as needed 

Key Attributes:

  • Ability to deliver world-class customer service 
  • Friendly!
  • Adheres to procedures, but questions them when appropriate
  • Seeks improvement in existing practices and procedures
  • Ability to show empathy and remain professional at all times
  • Excellent communication and active listening skills
  • Ability to “talk and doc” (document the call while having a conversation)
  • Proficient in multi-tasking while retaining accuracy
  • Comfortable with assisting with team growth as well as performing the hands-on duties of a customer service representative

Requirements:

  • Minimum 3 years in a customer service role with multi-tasking responsibilities
  • Familiarity using CRM systems and practices 
  • Familiarity with queue-based phone systems
  • Competence with MS Office Suite
  • Small team leadership and mentoring experience a plus

Benefits:

  • 2 weeks annual PTO plus paid holidays
  • Health insurance with POP and HRA tax-advantaged plans
  • 401(k) with profit sharing contributions
  • Free snacks, catered payday lunches, excellent area restaurants
  • Company-provided parking

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If you respond to this posting, please include  a short description about the trickiest customer service issue you experienced and what you did about it. Cover letters are an excellent choice as well.

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XDR Radiology is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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XDR Radiology will consider for employment all qualified applicants in a manner consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance.

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Keywords: Customer Service Rep Representative

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