Customer Solutions Specialist

Job Description

Customer Solutions Specialist - North Little Rock, AR, Monday to Friday, 8:00 AM to 5:00 PM

Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction.

Act as the operational point person for assigned strategic new accounts to ensure they have a flawless startup experience.

Proactively evaluate customer needs and requirementstocreate optimal service delivery options for assigned "at-risk" customers who have serious concerns or challenges in doing business.

Pay range: $57,475+ per year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness
• healthy MINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• Fin Fit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Responsibilities:

• Partner with Commercial Sales as soon as the target customer has been identified.
  
  Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs toensurea seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective.
• Evaluate all information received and create a start-up plan based on what is learned. Plan will include a key communication strategy, including leading regular calls during the client set up and launch process with other key leaders to ensure operational readiness.
• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.
• Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.
• Set up andmonitorstrategic accounts through the monitoring process. Review outcome of monitoring daily during the first 45 days.

• Evaluate all information received and create a "risk-repair" plan based on what is learned.
• Coordinate activities to maximize client satisfaction through a close-loop problem resolution process.
• Attend "At Risk" conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
• Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner.
• Review the timeliness of the functional group's response. Notify the functional group immediately if theturnaroundtime goal is exceeded.
• Monitor client service failures.
  
  Review the root cause description and appropriateness of the functional group's corrective action. Notify the functional group if the resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with the group to develop an effective action plan. Monitor implementation.
• Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns.
• Spend…