Lead Customer Service Client Rep

Description

As a Lead Client Representative, the individual works under minimal supervision and takes accountability for decisions made and subsequent outcomes when handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the situation. The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution. The channels of service one may be handling include phone, email, and/or self-service. The individual should be able to work within a structured environment, offer solutions to problems and addresses complex, unique problems, while demonstrating flexibility and initiative to establish and achieve individual professional goals. 

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Duties & Responsibilities

• Acts a subject matter expert in all customer interaction channels, providing product and process feedback to customer representatives and the team.
• Serves as an operational resource to assist with knowledge gaps, mentoring frontline staff, and improving task efficiency through role modeling exercises and customer service strategies.
• Acquires and maintains understanding of processes, procedures, and the systems used for support, including leveraging technology, while identifies/recommends opportunities for improving the work environment.
• Takes ownership and initiative; and follows through to resolution, complex and sensitive situations and evaluates explicit guidelines to determine exceptions to rules when solving unique problems.
• Provides call coaching, work processing feedback through side-by-side sit-with's, floor observations and quality reviews to enhance our employee feedback process and nurture new hires as they graduate through the learning curve.
• Provides guidance to others on improving efficiency, encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Demonstrates good judgment and decision-making skills while balancing the needs of BIAH; providing short-range solutions, that promote customer centricity when resolving a multitude of customer service needs, including special customer requests, customer complaints, marketing program inquiries and all other customer related inquires.
• Within BIAH Customer Care Quality Standards, handles service interaction, regardless of type or channel, in a manner that reduces Customer Effort and executes necessary follow-up.
• Anticipates Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
• Documents information on each interaction, so the information can be shared throughout BIAH Customer Care.
• Approaches complex and conflict situations with objectivity and utmost fairness to develop open communication between all parties involved.
• Adjusts communication style to appropriate audience.
• Takes time to plan and organize content of written composition carefully to ensure increased informational flow, grammatical accuracy and verbiage appropriateness.
• Consistently achieves established off and on phone expectations through personal commitment and initiative.
• Takes calculated risks with the potential to significantly impact the team and/or the Contact Center work performance.
• Independently identifies and undertakes developmental training to enhance progression of skills within the organization.
• Coordinates day-to-day work activities to ensure alignment with strategic direction, vision and values.
• May assist with special projects focused on process improvement, technological enhancements, operational initiatives which are critical to enhancing the customer and employee experience.

Requirements

• Bachelor's degree.

OR

• Associate’s degree and two (2) years of customer service or animal health-related experience.

OR

• High school diploma and four (4) years of customer service or animal health-related experience.
• Customer service experience preferred.
• Excellent written and verbal communication skills.
• Strong customer focus; facilitates an excellent customer experience and provide professional customer support.
• Strong interpersonal skills with ability to work in a close team environment.
• Excellent team player with a can-do attitude.
• Ability to work within several software applications including Microsoft, CRM (Customer Relationship Management), and ERP (Enterprise Resource Planning) tools.
• Key dimensions include initiative, resilience, prioritization, and organization, time management, detail-oriented, ability to multi-task and develop solutions.
• Veterinary or Animal Health knowledge a plus.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.