Description
Riverside Insights is a growth-focused business on a mission to elevate the potential of One Billion Lives by 2030 through research-based assessments and technology. Identifying special needs and eligibility for special services, charting milestones, and recognizing exceptional ability are critical steps in helping all learners thrive. Our customers sometimes require support with placing orders and using our products. This will be your area of expertise as a Clinical Customer Support Agent.
JOB SUMMARY
The Clinical Customer Support Agent will be responsible for providing effective service and support to Riverside Insights customers by responding to customer inquiries received through a variety of contact channels (e.g., phone, chat, mail, fax, email, etc.). This role has a specific focus on Riverside’s Clinical suite of products including, but not limited to BDI-3/BDI-2, Woodcock Johnson IV, and our distributed products.
Service and support include order fulfillment, troubleshooting, product knowledge and proactive communication with customers to address their inquiries across a broad range of topics. This role will also work closely with internal stakeholders like Sales Representatives, State Contract Consultants, Product Managers, Product Platform Specialists, and internal systems teams.
KEY RESPONSIBILITIES
Support the ordering process from start to finish across a variety of channels
While we promote self-service via online ordering, some customers order directly with our team. Before orders can be processed, they must be screened against a set of state and local restrictions and qualification standards. Some orders may be changed or denied based on this screening process. The order process may include communicating with customers to get information about the requested products, pricing, or even troubleshooting the e-commerce experience.
Respond to customer inquiries
Inquiries come through a variety of contact channels and typically are about order tracking, order fulfillment, the test administration and scoring process, troubleshooting results, and helping customers get answers to questions about their score reports. Familiarity with Riverside’s Clinical products (or ability to learn and communicate about them quickly) will be key for effective resolution.
Communicate with internal departments about customer status
A key part of this position is communicating customer opportunities and problems to Sales to help support all customers pre- and post-sale.
Host/participate in meetings as needed to convey the voice of our customers and update all stakeholders on what you’re hearing directly from the frontlines. This allows all teams to be aware of possible areas of concern, opportunities to update/enhance products, and better understand what will improve the overall customer experience.
Advocate for continual improvements
Use the feedback you hear from customers to make informed recommendations on how to improve internal systems and take actions to support “clean data” by removing duplicates and addressing any entry errors.
SKILLS & COMPETENCIES REQUIRED
Excellent oral and written communication skills
Impeccable organization skills
Experience with Microsoft Office applications, including Word, Excel, PowerPoint
Ability to quickly learn and efficiently use internal platforms and systems.
Ability to take direction and to work as part of a team
High level of comfort interacting directly with internal and external stakeholders across any contact channel (including phones, video calls, chat, etc.)
Ability to work well on many tasks in high volume situations
Desire to work independently and learn by research
Availability to consistently work a schedule that falls within our business hours of 8:00 AM – 6:00 PM Central Standard Time (schedule is based upon department needs)
Flexibility to occasionally work weekday and/or weekend overtime hours as required by the business
EDUCATION & EXPERIENCE
Required
High School diploma
Previous customer service experience
High-speed internet strong enough to support cloud-based phones and video calling
Quiet, secure work area
Preferred
Associates Degree and/or previous teaching/education experience
Working knowledge of NetSuite, FreshDesk
PHYSICAL REQUIREMENTS
Might be in a stationary position for a considerable time (sitting and/or standing)
Constantly operate a computer and company-wide programs/systems
Must be able to collaborate with colleagues through written communication, via conference calls and face-to-face (whether online or in person)
COMPENSATION
Competitive compensation based on prior experience and earnings.