Implementation Specialist/Customer Care Manager
InDemand Interpreting - Tukwila, WA

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GENERAL DESCRIPTION The Customer Care Representative is responsible for identifying needs and implementing solutions to technical issues that arise during the implementation of new clients. Provides technical support to both internal and external clients through incoming calls, emails and instant messages. Scheduling and Travel: The Customer Care Representative participates in our 24 hour/7 day a week client support coverage therefore must have the ability, flexibility and willingness to work all shifts; days, nights and weekends. Typically this position is scheduled Day shifts, Monday – Friday.

Travel time of up to 60% of the worked hours may be included. DUTIES AND RESPONSIBILITIES Responds to functional and technical elements of RFIs/RFPs Working in conjunction with the Sales staff drives the technical evaluation stage of the sales process including but not limited to identifying all technical issues, troubleshooting and providing solutions Primary technical resource for the Sales staff Coordinate product demonstrations between Sales staff and Interpreters Coordinate the Implementation cycle for all new clients ensuring complete client satisfaction from the end of the Sales cycle through Go-Live Create and maintain strong relationships throughout the Sales and Implementation cycles Development of customer-facing Implementation training material and roll-out tools Convey customer need requirements to Development Team, properly escalating when necessary Provide technical support to both internal and external customers when Customer Service Representatives are not available Effectively interface with PC users from other departments, business units and consultants in an intelligent and engaging manner Assist in development and documentation of departmental procedures and processes Create Standard Operating Procedures when needed to document a new or changed process Other duties as assigned WORK EXPERIENCE REQUIREMENTS Project Management experience to include at least two successful software implementations Minimum of two years ’ experience implementing software projects within healthcare organizations Six months or more experience in a Help Desk environment KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS High School diploma or equivalent is required Bachelor ’s degree in related field preferred Ability to navigate in a Windows environment Strong customer services skills Excellent listening skills Strong empathy skills Positive dynamic personality Adaptability within a fast-paced environment Negotiation skills

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InDemand was founded in 2007 with the vision of ensuring that every patient receives the highest quality healthcare, regardless of language,...