Client Support Representative - Houston, TX
Axxess Technology - Dallas, TX

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Axxess is a leading provider of support, consulting, training and technology services in the home health industry. We are looking for a client support representative to join our team. This person will focus on supporting our unique products and services that improves the lives of patients across the country by helping home health agencies increase revenue, decrease costs, improve compliance, improve collaboration and productivity. This is a Houston-based job that will require regular travel throughout the U.S.

Responsibilities:
  • Provide quality service to company clients in all assigned tasks, while upholding company values at all times.
  • Partner effectively with all company departments to maintain excellent customer relationships
  • Providing support and service for all Axxess customers (primarily through the help desk/call center) including providing answers to questions, resolutions to problems and general assistance for the day-to-day operations of Axxess' services.
  • Supporting Axxess' services to ensure superior quality, good customer references and overall satisfaction with Company's support services by:
  • Troubleshooting software operational issues and technical issues.
  • Escalating unresolved issues as required, maintaining ownership of issue through resolution.
  • Achieving client satisfaction by:
  • Ensuring required response time and resolution times are met.
  • Rapid response to support client issues and reporting of bugs/issues and feature requests via appropriate tools.
  • Performing troubleshooting and ad hoc testing.
  • Work closely with all stakeholders to ensure high customer satisfaction
  • Maintain current and extensive knowledge of all company products and services
  • Participate in ongoing training opportunities to maintain relevant industry knowledge
  • Support sales of all company products, by developing, identifying, and securing all relevant direct or indirect sale opportunities.
  • Maintain extensive knowledge of all company products and services.
  • Fulfill all of client needs/questions/services. Answer client questions
  • Communicating with customers and clients via telephone, e-mail, or regular mail; managing database records; drafting status reports on customer service issues; and supporting staff
  • Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Performs data entry and uses software programs. Also may require research skills to trouble shoot customer problems
  • Serve as account managers for assigned clients. Be the primary contact person for company clients regarding all their concerns.
  • Regularly meets with other staff to exchange information and to discuss issues affecting the company. Participates in formal meetings in order to exchange information and to discuss ways to make the office function more efficiently. Prepares written agendas, causes minutes to be recorded, prepares written summaries of issues and action plans for review by the company president.
  • Travel in support of sales or training meetings, customer site visits, and/or trade shows as required or requested.
  • Attend industry trade events and Axxess sponsored customer events
  • Other duties as assigned
  • Travel in support of sales or training meetings, customer site visits, and/or trade shows as required or requested.
Requirements:
  • Home health industry experience required
  • Bachelor's degree preferred
  • Prior experience with a web-based software is preferred
  • Demonstrated ability to solve problems and anticipate customer needs
  • Strong oral and written communication skills with a good sense of humor
  • Experience in effectively using a consultative customer support style and work with minimal supervision
  • Demonstrable proficiency with the Web, Microsoft Outlook, Word, Excel and PowerPoint
  • Experience using CRM databases
  • Desire and ability to work effectively in an entrepreneurial and dynamic environment
  • Demonstrated ability to organize, set and implement priorities and manage multiple tasks
  • Minimum two years work experience in related areas. Informal training and work experience of exceptional nature may be accepted in lieu of the formal education experience
  • Sales skills a STRONG PLUS
  • Strong computer and writing skills
  • Strong interpersonal and professional skills
  • Team Player, great attitude

Axxess Technology - 18 months ago - save job - block
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About this company
Axxess is a leading provider of technology, support, consulting, and training services to the home health care industry. Axxess provided...