Client Performance Representative

Summary:

Individuals within the Associate Support role interact with internal customers to provide and process information in response to inquiries, concerns and requests about products and services. They deal directly with internal and external customers by telephone, electronically or face to face. They respond promptly to all associate inquiries. Associate Support members respond to requests for customer support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems. On an ongoing basis, they work to improve associate support processes and practices. These individuals also obtain and evaluate all relevant information to handle product and service inquiries. They may provide pricing and delivery information and process orders, forms, and requests.

Primary Duties and Responsibilities:

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and services

• Provides Level 1 support

• Provides first point of contact and day-to-day customer support.

• Assess, appropriately triages, and escalates tickets when appropriate

• Documents incident status and resolution

• Responds to and establishes communications and confirmations with incident reporting parties

• Assists customer with recovery issues

• Assists with identifying recurring incidents and notifies team members/leaders

• Creates and updates documented resolution, job aids, or help desk procedures to a knowledge base

• Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity

• Business administration and customer service work experience

• Typically has 1-3 years of relevant work experience

• Demonstrated working knowledge of basic hardware and software products and problem solving/ diagnostic skills

• Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology

• Demonstrated ability to learn customer support processes and techniques

• Good analytical skills

• Ability to solve problems

• Strong commitment to superior customer service

• Motivated to collaboratively work in a team environment

• Thrives in a fast paced, sometimes demanding role

• Exhibits strong oral and written communication skills

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.

To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@amerisourcebergen.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned