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Account Coordinator I

Adecco USA

This is a Contract position in Mansfield, TX posted November 15, 2021.

The “World’s Largest Search Engine” is looking for you Position Description Job Title Customer Success Analyst (CSA) Area Description : We have been exploring applications in health for more than a decade, and this work is already having an impact on people, providers and other healthcare stakeholders.

We view our efforts as a natural complement to our mission to organize the world’s information and make it universally accessible and useful.

The newly formed Health product area includes experts from across our company who are leveraging expertise in AI, hardware, products and more in order to help people lead healthier, more productive lives.

The Customer Success & Scaled Operations team is responsible for ensuring customers achieve their desired outcomes while using our Health products or services.

In this pursuit, they enable critical sales, service, and other business motions that empower Health solution adoption, product and service readiness, customer experience delivery, financial strength, and operating efficiency.

Role Description (and additional job description): Reporting to the Customer Support Operations Manager for Google Health, the Customer Success Analyst.

(CSA) will contribute to and follow business procedures for anticipating, receiving, responding, and resolving customer queries and issues that may arise from implementation and use of our Health products.

Responsibilities Proactively monitors product platform performance and activity levels and takes action on anomalies Assists consumers, clinicians, and partner representatives with order management, setup, deployment, and technical issues or questions through email, chat, SMS, social media, and phone support Logs all inbound and outbound customer events, including issue and action details in the Customer Relationship Management (CRM) system Manages a case queue for handling within specified service level agreements (SLAs) Multitasks on assignments and duties through multiple systems and tools while troubleshooting with customers or investigating with colleagues Use critical thinking and logic skills to isolate and resolve technical issues May be asked to perform analysis, create charts and summaries, and/or distribute reports on product or customer activity Escalates or elevates cases to the proper tier, team, or external party when applicable or necessary Coordinates with engineering, IT, product management, or partner staff to ensure that all outstanding cases are responded to and/or closed on time, within SLAs, and to the customer’s satisfaction Effectively communicates sales, service, and technical information with customers and partners Provides social media and community support by monitoring channels and forums, analyzing traffic and user engagement, tracking sentiment, and ensuring timely responses to customers and followers’ queries and comments Quickly reports and escalates new emerging customer issues, product problems, major incidents, or system outages Promotes high customer satisfaction by exemplifying our Health brand hallmarks, including helpfulness, ingenuity, dedication, collaboration, and professionalism Thoughtfully assesses field events to suggest changes to products or services to fulfill customer needs and/or improve quality Prepares regular and ad hoc reports for management regarding customer service activity, performance, and experience Contributes to the development of and compliance with the company’s policies and procedures Performs other duties as assigned by management Top Responsibilities: Assists customers with pre-sales, order management, setup, deployment, and technical issues through email, chat, SMS, social media, and phone Monitors product platform performance and activity levels and takes action on anomalies Logs all inbound and outbound customer events in a dedicated system Interfaces with clinical partners to better understand support needs Skill/Experience/Education Mandatory 1 years in customer service or business operations related positions.

Prefer candidates with some college experience in STEM (science, technology, engineering and mathematics).

Experience with technology (software or hardware) development, deployment, or support.

Excellent interpersonal, written, and verbal communication skills.

Strong customer service orientation.

Ability to work independently with little oversight or direction.

Willingness to work a non-standard schedule.

This position will typically be scheduled evening or overnight shifts and may include weekday and weekend shifts.

Some onboarding and training may take place during normal business hours (flexibility will be provided).

This position will typically provide a consistent weekly schedule, however, shift flexibility to accommodate unforeseen and temporary business requirements may be occasionally necessary.

Desired Experience supporting medical products or services, or working in a clinical setting.

Educational background in technical fields (coursework, degrees, or certifications).

Previous experience working in a regulated industry.

Ability to operate with enthusiasm and flexibility in a constantly evolving team environment.

Familiarity with CRM and communications (e.g., telephony, chat, social media) software applications.

High aptitude to learn and pick up new subjects, especially technology-related (hardware and software).

Ability to manage, reconcile, and incorporate input from multiple stakeholders.

Experience or interests in healthcare.

Familiarity with collaborative documentation tools such as Google Docs, Sheets, Slides, Drive.

Multitasking and organization skills, with high attention to detail.

This particular client is requiring that all new hires show proof of Covid-19 vaccination.

However, accommodation considerations will be reviewed for those that cannot be vaccinated for medical, religious, or other reasons protected by law.

Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adeccousa.com/candidate-privacy The Company will consider qualified applicants with arrest and conviction records