Become A Customer Care Professional

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Working As A Customer Care Professional

Getting Information
Interacting With Computers
Communicating with Persons Outside Organization
Communicating with Supervisors, Peers, or Subordinates
Establishing and Maintaining Interpersonal Relationships

Deal with People
Mostly Sitting
Repetitive
$31,720
Average Salary

What Does A Customer Care Professional Do At Vivint

* Assist customers who are seeking to vent about an issue, cancel an account or who just needs a friend to talk to.
* Understand our home automation/alarm system well enough to help customers resolve concerns (this makes you money), upsell product (this makes you more money) and extend their service agreements (this makes you a ton of money).
* Work with our customer billing system to make sure account payments go through, correct errors (that one of your coworkers most likely made), and make necessary adjustments to customer contract obligations (This also makes you money).
* We need to let our customers know we care, so listening, knowing how to find solutions to problems and being understanding is key.
* Re-sell the value of our products and services to customers by aligning product features with our customer's needs

What Does A Customer Care Professional Do At Mitchell International, Inc.

* Serve as the subject matter expert in support of Sales for Managed Care software and services.
* As part of the sales process, assist prospects/clients with workflows and operational efficiencies that may differ for specific states and/or certain regions.
* Track and understand industry trends and adjust messaging in communications with prospects and clients demonstrating market connectedness.
* Prepare Demonstration and Presentation material including; example referrals, reports, data analysis, and scripts in coordination with the Sales and Product Marketing teams.
* Prepare and assist in delivery of demonstrations and presentations in response to market opportunities; for prospects, clients, and other internal stakeholders.
* Keep abreast of the competition in order to assist in the differentiation process for products and services.
* Support the development of competitive intelligence processes to collect and evaluate competitive actions and customer win-loss experiences.
* Provide continuous feedback to stakeholders as input for improvements to standard sales and service processes and methodologies.
* Collaborate with Product Management team members to provide prospect and client feedback.
* Participate and often lead the RFP and Sales Proposal Processes for new and existing clients.
* Maintain repository of past RFP responses, solution designs and implementation plans.
* Assist in the creation of sales tools, ROI calculators, demo scripts and demo presentations.
* Conduct product training for existing and new potential clients, as well as internal teams.
* Participate in product webinars, trade shows, sales seminars and user conferences as appropriate.
* Facilitate post-sale knowledge transfer with delivery teams.
* Work as part of Sales and Managed Care team involved with client engagement activities, in order to build relationships, maximize sales opportunities and promote our expertise as a premier Managed Care provider.
* At least 7 years Workers’ Compensation experience, technical consulting or product management environment
* Exceptional written, oral, interpersonal and presentation skills in client-facing scenarios and a strong attention to detail in both verbal and written communication
* Extensive knowledge of Managed Care/ Workers’ Compensation including Utilization Review and Peer Review with a preference for additional experience in Nurse Case Management: Telephonic Case Management and Field Case Management
* Demonstrates technical skills and understanding of specialized software systems: managed care software, bill review platforms and/or claims systems
* General understanding of Salesforce.com or other CRM platform
* Experience drafting RFPs, scope documents, presentations and proposal materials
* Strong learner and creative thinker
* Capable of working well in cross-functional teams as a constructive and effective member
* Energetic, flexible, collaborative and proactive; a team leader who can positively and productively impact both strategic and tactical efforts for the company
* Strong practical and analytical skills
* Proven project leadership skills, able to run numerous activities & projects simultaneously
* Good administrative skills using MS Office products
* Ability to travel as required (up to 40%)
* Bachelor’s degree required
* Location will be in one of our major hubs: Irvine, CA, Coppell, TX, San Diego, CA, or Murray, Utah.
* Req ID: 17
*

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How To Become A Customer Care Professional

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Customer Care Professional jobs

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Top Skills for A Customer Care Professional

Top Customer Care Professional Skills

Customer Service Skills
Extraordinary Customer Care
Inbound Calls

You can check out examples of real life uses of top skills on resumes here:

Promote excellent communication skills as well as awesome customer service skills to ensure great service to all customer's.
Deliver extraordinary customer care by providing services including account management, analysis, documentation, and helpful solutions to problems.
Handled heavy volume of inbound calls, navigated through multiple systems to investigate customer inquiries to arrive at desired resolution.
Executed accounts with legal Judgments (research, collect, coding, ensured satisfaction copy sent to Card members).
Provide benefit and eligibility information to members, pharmacies and doctors.