Customer Service Representative

As a Customer Service Representative (CSR), you are the most visible member of the Auxilio team. You provide daily client end-user support for the Auxilio Managed Print Services program in one or more healthcare facilities. You have exceptional interpersonal and communication skills, as demonstrated by your employment history. You are diplomatic, a superb listener, a hands-on problem-solver and able to prioritize tasks in a fast-paced hospital environment.
You pay attention to detail, and you are comfortable managing and analyzing data for reports and public presentations. You are able to 'think on your feet' and share information about the company's policies and procedures to all levels of hospital caregivers and administrators. You are a troubleshooter and a team player who approaches your job with energy, enthusiasm and integrity. You will work closely with the Resident Team Manager, Technical Service Representatives, outside vendors, and the extended Auxilio support team to ensure that service delivery exceeds expectations and to contribute to the development of new and emerging business solutions for the client.
oDevelop relationships with client end-users; communicate the benefits and rationale behind actions to improve the client's print environment; effectively communicate the benefits of Auxilio's program.
oMeet or exceed service level targets for ticket acknowledgement and issue resolution; quickly engage end-users to establish realistic expectations; ensure customer needs are being met in a timely manner.
oAccurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional.
oExecute tasks in an organized manner; consistently follow daily processes and schedules; maintain a proactive approach focused on preventing issues and ensuring client satisfaction.
oCollect meter usage information and distribute toner; know the facility layout; maintain accurate device inventory.
oProvide training to end-users to optimize use of print devices.
oProactively seek ways to improve service and bring added value to the client and Auxilio.
oUnderstand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security.
oGo above and beyond for the client: provide extra follow up, make personal phone calls and visits, remain visible; provide constant communication; demonstrate a helpful, service attitude.
oMaintain a professional, polished, courteous and outgoing attitude and appearance.
oRemain flexible in role and willing to provide support to other Auxilio resident team members.
oDrive positive customer service survey results and other positive feedback from clients.
oJunior college or 4-year university degree desired.
o3+ years of experience in a professional business or service company, preferred.
oHealthcare industry experience is a plus, but not required.
oExperience in managed print services, sales, or customer service is beneficial.
oStrong time management and organizational skills.
oStrong people skills; able to build and maintain professional, trusting relationships with client, Auxilio Resident Team and vendors; able to quickly and effectively learn the culture and uniqueness of the client environment and adapt to various personality types and reporting levels.
oExcellent interpersonal, communication and presentation skills.
oIntermediate computer and Microsoft Office skills; highly proficient in Excel, able to manipulate data, send and receive email and access on-line manuals.
oTechnical background on print, copy, scan, fax devices and understanding of network infrastructure and software applications.
oMust have reliable transportation.
oMust have valid driver's license with safe driving record.
Physical Demands & Work Environment
The work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this job:oWork is performed indoors and outdoors
oRequires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city
oOccasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards
oPhysical effort required: walking, standing, bending, reaching, lifting and/or carrying objects that may weigh up to 50 lbs.; moderate dexterity and the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination); environment may be fast paced and stressful

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