Sr. Client Support Representative - Archimedes

The Senior Client Support Representative is responsible for the overall performance of member services functions for a specific client. They work independently with limited supervision. They execute their role utilizing processes, technology, and customer service skills. They stand ready their client's members with guidance, knowledge, escalation needs, appropriate overrides and other support functions through direct, proactive support of each member's needs. A deep understanding of Archimedes culture and mission is vital to the success of this position.

Ensures all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external and internal customers.
• A Key element of this role is front-line call taking, ensuring that a deep understanding is gained of the customer experience. That understanding is used to constantly improve that experience.
• The Senior Client Support Representative is the primary support source for their client. They answer questions, resolve issues, trend training needs and identify issues to be entered into the Jira Ticketing system for process adjustments for their client as well as across the company.
• The Senior Client Support Representative tracks all of their client's patients, proactively reaches out to ensure each and every member receives their medication on time with minimal issues.
• Receives, analyzes and approves PA override requests utilizing appropriate internal resources.
• Handles Jira tickets according to current service level agreements.
• Follows established procedures, processes, and standards for production, productivity, quality, and customer-service. Meets performance targets for speed, efficiency, and quality.
• Constant communication with members regarding positive or negative experiences.
• The Senior Client Support Representative has an indirect responsibility for the fiscal stability of Archimedes. It is important they understand the sales process and how they impact it.
• Acting as the connection point with the customer and Archimedes, tracking all client's members and proactively reaching out to ensure each member receives their medication on time with minimal issues.
• Utilizes daily reports and ticket processes to proactively identify and mitigate member issues.
• Drives consistency in messaging. Follows established procedures, processes, and standards for productivity, quality, and customer-service. Must proactively communicate to ensure issues and delays are understood. A key element of this role is constant communication with members regarding positive or negative experiences.
• Ensure a deep understanding of the customer experience to constantly improve.
• The Senior Client Support Representative is the primary support source for their client. They answer questions, resolve issues, attend to training needs, and identify and implement improvement opportunities.
• Receives, analyzes, and approves PA override requests utilizing appropriate internal resources.

• 3+ years call center experience preferable
• Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook
• Ability to execute to standard call center management metrics
• Able to work in office 100%