Medifast, Inc.

  • Resolution Team Specialist

    Job Location US-MD-Baltimore
    Job ID
    2018-2995
    Job Category
    Customer Service/Support
    Type
    Regular Full-Time
    Shift
    1st
  • Overview

    The Client Solutions Center (CSC) Resolution Team Specialist (RTS) handles escalated Client issues directly from Client Solutions Center Representatives (CSCR) to ensure service excellence standards are being met by providing coaching, assisting with questions, and resolving escalated issues. 

    The RTS assists the Client Solutions Center Supervisors with supporting CSCRs to make certain accurate information is being provided.  This position will be a liaison to the CSCR on the floor by being available to service CSCR with complicated issues and ensuring that the team excels in all areas. 

    In addition, the RTS will work with various departments to find timely and accurate resolutions to Client and Health Coach (HC) issues.  Responsible to resolve, track, identify, and communicate with Clients, HCs, and Management to ensure the Ultimate Client Experience is delivered and trending is quickly identified and surfaced to the proper channels.

    Responsibilities

    • Respond to e-mail requests in an accurate, timely, and professional manner.
    • Meet or exceed Net Promoter Score (NPS).
    • Adhere to multiple guidelines set by the Quality Assurance Program in order to provide the Ultimate Client Experience. Meet or exceed Quality metrics per department guidelines.
    • Responsible for reporting and documenting quality assurance and control issues.
    • Responsible for maintaining an extensive knowledge of products, policies and procedures of Company and department, to include international markets. Serve as a Subject Matter Expert for any CSC function and procedure across all business lines, to include international.
    • Demonstrate exceptional listening and comprehension skills with the ability to manage Client, Health Coach, Global, and Physician requests and concerns in a timely and efficient manner while retaining the relationship.
    • Demonstrate proficiency in the following queues: Resolutions, Shipping Support; Returns and Exchanges, Health Coach Services, Global HC, Sales, MWCC, and Physicians. May also be required to cross train for international markets.
    • Manage and resolve in depth issues across business lines that require compliance intervention.
    • Research, resolve, report, and maintain confidential violations, alleged internal/external errors, and client/member complaints per Company policy and guidelines.
    • Develop and maintain strong partnerships with Accounting and the Distribution Centers in order to identify and resolve escalated issues in a timely manner.
    • Keep accurate and detailed records of all communications with CSCR, Clients, Health Coach/Global, and Physicians.
    • Complete all Vendor documents timely and accurately and follow up on payment status and additional information needed to obtain payments.
    • Support events and convention as needed.

    Qualifications

    • High school diploma or GED required;
    • Minimum of 2+ years’ experience in the Client Solutions Center preferred;
    • Advanced customer service skills;
    • Flexibility to work a changing schedule based on the needs of the business;
    • Must have exceptional PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel;
    • Must have demonstrated proficiency in the software systems required to manage the telephone queues serviced (ex: Navision, CCA, Sales Force, Odyssey, Office in Motion, Medallia, Paymentech, etc.);
    • Must be able to adapt to ongoing changes with technology, products, processes, and services, etc.;
    • Must possess superior verbal and written skills to effectively and empathetically communicate with internal and external customers through phone and email and act as a subject matter expert;
    • Must have good research skills and effective utilization of available resources in order to provide resolution to Client, Health Coach, and Physician issues in a timely manner;
    • Demonstrate the use of negotiation techniques in order to maintain rapport with Clients, Health Coaches, Globals, and Physician;
    • Ability to multitask;
    • Travel up to 30%

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