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Customer Operations Associate

  • Feb 8, 2019
  • Boston, MA

Description

Job purpose: Provide excellent customer support to our clients and internal stakeholders through our industry expertise, customer knowledge and solutions expertise in order to indirectly secure renewals and increase revenues. Optimize value and experience for customers by solving inquiries and requests in a timely and efficient manner.

Key Responsibilities:

  • Provide world class, innovative customer support in a timely and professional manner
  • Develop a deep understanding of the DRG’s product portfolio and how our customers leverage DRG solutions for their business needs
  • Provide timely and quality responses to incoming customer inquiries while creating awareness of additional value added products and services
  • Strategically solve client inquiries/requests by partnering with internal stakeholders to resolve client inquiries/requests
  • Communicate user feedback to DRG’s internal product Solutions team to ensure the “voice of the customer” is heard in all product decisions and the customers needs are being met
  • Ensure that valuable customer information is being shared in Salesforce to provide transparency of customer relationship across DRG
  • Serve as liaison between our product users and our sales and product development teams to ensure that customer inquiries are adequately handled so that customers are extracting maximum value from DRG products and services

Requirements

Desired Qualities:

  • Knowledge of customer service principles and practices
  • Ability to prioritize, communicate clearly, and partner effectively with technical and non-technical employees
  • Ability to work well independently, or with remote teams – and to take initiative
  • Strong interpersonal skills for customer relationship building
  • Curiosity to understand our customers and how they are engaging with DRG products and services
  • Customer-centric, driven by service and revenue
  • Must be comfortable and confident navigating complex products and services
  • Attention to detail and quality
  • Excellent verbal and written communication skills
  • Strong sense of urgency
  • Strong organization skills and ability to multitask
  • Strong reporting skills and analytic capabilities
  • Ability to handle customer inquiries patiently, calmly and effectively
  • Professional maturity
  • Bachelor's degree or equivalent in work experience
  • 1-2 years’ experience in customer service /healthcare industry knowledge desired
  • Customer interaction experience

Education/Experience:

  • Bachelor's degree or equivalent in work experience
  • 1-2 years’ experience in customer service /healthcare industry knowledge desired
  • Customer interaction experience

Skills Required:

Salesforce.com(Preferred), MS Office 2000 or later, Excel, Word, PowerPoint, Outlook


ABOUT DRG:

Decision Resources Group offers best-in-class, high-value information and insights on important sectors of the healthcare industry. Clients rely on this analysis and data to make informed, knowledgeable decisions. With more than 1,300 employees worldwide, Decision Resources Group provides the pharmaceutical, biotech, medical device, financial services and managed care industries with the analytics they need to compete and thrive in an increasingly competitive marketplace. Through both organic growth and an aggressive acquisition strategy, Decision Resources Group has become the premier provider of healthcare analysis and data in the world. Visit our page at https://decisionresourcesgroup.com.

Benefits

Decision Resources Group offers a competitive compensation package and medical, dental, vision and life insurance programs from first day of employment. We also offer a 401(K) retirement plan after two complete months of employment.

Decision Resources Group is proudly committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.

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