Customer Care Analyst
January 2010 — Present
Manage the processing of incoming cases to the Customer Care Team via both telephone and email to ensure courteous, timely, and effective resolution of issues. Regularly communicate case status updates to clients.
Document all support information and actions in the internal case tracking system (SalesForce).
Resolve customer issues, alone and throughcollaboration with Surescripts internal team and partner support personnel;escalate issues as needed.
Own the customer experience and drive satisfaction as measured through customer satisfaction survey.
Collaborate with Surescripts relationship managers to effectively manage priorities, issues, communications, partner expectations, and progress.
Provide feedback to management on possible ways to improve product and processes.
Contribute towards the development of a strong team environment by upholding high work standards.