[Remote] Analyst, Client Services

Note: The job is a remote job and is open to candidates in USA. ECRI is a non-profit organization dedicated to improving patient safety and healthcare quality. They are seeking an Analyst for Client Services who will communicate effectively with clients regarding ECRI's products and services, ensuring a positive client experience while resolving access issues and coordinating client events.

Responsibilities

• Deliver prompt responses to client inquiries through telephone, e-mail, and chat
• Monitor and respond to inquiries in the Client Services e-mail inbox and general phone extension
• Manage large volume of client inquiries in friendly and courtesy manner
• Assist with customer orders through online shopping platform
• Research, prioritize, track, and resolve customer issues in timely and accurate manner
• Escalate serious complaints or issues, as appropriate
• Coordinate with colleagues to find the best solutions to customers’ issues
• Identify common problems and escalate them to management, including suggestions for process improvement when appropriate
• Maintain documentation of customer inquiries and responses for future reference
• Maintain a polite, helpful, and professional manner, as well as uphold all of ECRI’s interaction standards
• Obtain and share client feedback with colleagues and other departments so that products and services can be improved
• Maintain broad knowledge of all company products, services, and promotions
• Fields requests for demos or product questions; triages requests to appropriate staff for timely follow-up
• Respects client confidentiality at all times
• Other duties, as assigned

Skills

• High school diploma or equivalent is required
• Superb written and verbal communication skills
• Impeccable attention to detail and strong organization skills
• Exceptional communication skills and professional demeanor
• Sound judgment and excellent problem-solving skills
• A positive attitude and the ability to build relationships with clients
• Proficient with Microsoft Office Suite
• Experience in a customer service role is preferred
• Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferred
• Bachelor's degree in business, communications, or a related field may be advantageous
• The ability to speak a second language may be advantageous

Benefits

• Medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage.
• Our employees can participate in an employer-matching 403(b) Retirement Savings Plan.
• Paid time off and holiday pay
• Paid leave for parents
• Tuition assistance
• Employee assistance program
• Access to LinkedIn Learning
• Other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts)
• ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.
• Variable compensation

Company Overview