Customer Solutions Specialist I
The Customer Support/Ops Coordinator I is responsible for maintaining the accuracy and integrity of practitioner data within the system. This role involves researching and verifying state license expiration dates and statuses, updating authority source attributes, and identifying practitioner IDs (PIDs) that may be linked to other profiles. Additional responsibilities include validating identifiers within the LexisNexis database and performing audits to ensure practitioner contact information is accurate and up to date. This position is critical to compliance, data quality, and operational efficiency.
Key Responsibilities:
- Validate data through phone, spreadsheets, and web-based research.
- Document data and processes accurately; communicate findings clearly.
- Ensure quality and compliance in all services provided.
- Research, resolve, and respond to inquiries via email and inbound/outbound calls within service level agreements, delivering excellent customer experience.
- Adhere to corporate policies on authentication, data security, and record retention.
- Navigate multiple systems and internal tools for research and documentation.
- Investigate client issues and escalate to Supervisor when necessary.
- Build customer confidence through effective problem-solving and service delivery.
- Maintain detailed records of customer interactions, inquiries, complaints, and resolutions for reporting purposes.
Key Competencies:
- Analytical Thinking: Ability to research, interpret, and validate complex data accurately.
- Attention to Detail: Ensures precision in data entry, documentation, and audits.
- Problem-Solving: Identifies issues and implements effective solutions promptly.
- Customer Service Orientation: Delivers a positive experience through clear communication and responsiveness.
- Adaptability: Thrives in dynamic environments with changing priorities and workloads.
- Technical Proficiency: Skilled in navigating multiple systems and tools efficiently.
- Time Management: Prioritizes tasks effectively to meet deadlines and service level agreements.
- Collaboration: Works well with team members and escalates issues appropriately.
Qualifications:
- Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
- 10-key proficiency; Siebel experience preferred.
- Strong computer skills: ability to multitask and research effectively.
- Proficiency in Microsoft Office Suite and Adobe Acrobat.
- Excellent English communication skills (written and verbal).
- High attention to detail; ability to perform repetitive tasks accurately.
- Ability to make judgment calls based on pre-set criteria and experience.
- Adaptable to fluctuating deadlines, intense workloads, and changing priorities.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
- Flexible to transition between mid-shift and night-shift schedules based on business needs.
- Must meet performance and attendance requirements as outlined.
- Willingness to attend onsite training as required.
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