Jobs for People with MS: National MS Society

Job Title: Customer Service Support RepresentativeJob Description

The Customer Service Support Representative, also known as the Client Engagement Manager, interacts with both internal and external customers and clients. This role is not a call center position but is account management-based. You will assist Account Administrators and Client Care Managers with issues for all commercial accounts.

Responsibilities

• Provide first-level coverage for client telephone inquiries, handling all routine and intermediate inquiries independently.

• Assist less experienced CSSRs with routine and intermediate issues.

• Handle email, written, and verbal inquiries as needed.

• Assist callers with routine AFTIS laboratory software issues, including client software installations and training as needed.

• Advanced troubleshooting for AFTIS software, with a full understanding of its functionality.

• Assist the AM Team with new and existing client 'Back Office' account setup, including LIS functionality.

• Assist callers with shipment issues, printing troubleshooting, and routine questions about CDD collection supplies and processes.

• Assure all client issues are addressed and escalate complex issues to the appropriate Account Administrator or Customer Service Manager.

• Set up new accounts, review initial supply orders, and schedule installation and training on CDD AFTIS Software.

• Answer calls and emails from clients regarding invoices, account updates, test results, pickup/courier issues, and other CDD processes.

• Process patient and site payments through ACI.

• Troubleshoot CDD AFTIS software and printers, and resolve basic issues with specimens.

• Process Laboratory Amendment forms and conduct customer site checks and surveys.

• Train and mentor new CSSRs.

• Coordinate between clients and lab staff, and contact clients on Critical Values, Significant Findings, and STAT reports.

• Work with couriers to schedule pick-ups, update schedules, and resolve issues.

• Exhibit excellent customer service skills, the ability to work independently and as part of a team, and knowledge of supporting software and web-based applications.

• Perform other duties as assigned.

Essential Skills

• Excellent communication skills.

• Ability to deliver training to a diverse audience including clinicians, RNs, and MAs.

• Advanced comfort level navigating Windows-based programs.

• High School diploma required.

Additional Skills & Qualifications

• Healthcare knowledge (Pharma/Lab) is a plus.

• Background in troubleshooting or software training is a plus.

• Experience with customer service, training development, clinical data, MS Suite, Microsoft Suite, troubleshooting, account management, and account administration.

Work Environment

Client Care staff work Monday to Friday, with rotating Saturday shifts (9am-5pm).

Pay and Benefits

The pay range for this position is $23.00 - $26.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in San Antonio,TX.

Application Deadline

This position is anticipated to close on Mar 18, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.