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Customer Service Representative

Cogstate Wausau, WI
  • Posted: December 03, 2019
  • Full-Time

To support the Senior Customer Service Manager in the management of all Cogstate Healthcare products and services with the key objective of maximizing a positive customer experience with Cogstate Healthcare's offerings from initial training and adoption to ongoing support.
Essential Job Functions:

+ Assisting customers in various countries via telephone and email related to product inquiries, account creation/use and testing processes
+ Tracking and monitoring customer interactions for high frequency problems and frequently asked questions. Providing timely notification and suggestions to improve customer service and system processes
+ Following recommended guidelines and scripts in all communications with our customers and participating in ongoing training that is provided or recommended to you as a part of your position
+ Providing our customers with service that is understanding, considerate, and professional in all instances, such that customers feel that you are listening and are their advocate within our company
+ Elevating concerns or customers to a management level, when necessary, for efficient and effective resolutions and customer care
+ Performing all customer interaction, including follow-ups, in a positive, professional and timely manner
+ Provide superior training and facilitate adoption of Cogstate Healthcare products with new and existing customers that provides insight into "best practices" for product use and implementation
+ Deliver training and clinical support in compliance with all relevant HIPAA, QMS and applicable regulations

Requirements

+ A two-year college degree is preferred, but not necessary
+ At least three years' experience working in a customer service or customer advocate capacity with knowledge in supporting web and/or software applications
+ Exceptional listening skills with strong written and verbal communication skills in addition to a clear and intelligent speaking voice
+ Exceptional computer skills and a high-level of fluency with all aspects of the internet, along with strong proficiencies in Microsoft Word, Excel, and Outlook are essential

Other Skills/Abilities:

+ Reliable, punctual and consistent attendance
+ Strong initiative, independent worker and excellent team player
+ Communication skills: conflict resolution, influence and negotiation
+ Work skills: Detail-oriented, problem-solving, compulsion to check work product for accuracy, ability to work fast, impeccable record keeping and compliance procedures
+ Excellent organization skills: multitasking, establishing and managing competing priorities, anticipating issues and risks, proactively seeking resolution

Benefits
Cogstate is a leading cognitive science company focused on optimizing the measurement of cognition (brain function) to guide decision-making in clinical trials, academic research and healthcare. Cogstate commercializes rapid, reliable and highly sensitive computerised cognitive tests and provides expert support for traditional neurological assessments. Science, innovation and excellence in delivery are at the core of everything we do. Cogstate offers health, dental, and vision benefits as well as 401K plan matching. Cogstate, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics.

Cogstate

Address

Wausau, WI
54401 USA

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