Customer Experience Specialist ? Rotating 2nd and 3rd Shift

Shared Imaging is a privately held organization that has been committed to growing organically and has doubled our revenue in the past 10 years and is committed to having the best technology possible to help support our clients. We pride ourselves on our 'White Glove' service model by delivering the best patient experience possible.

Shared Imaging is looking to add to a full time Customer Experience Specialist to our customer service team! This role will be remote.

Work Schedule:
Flexibility required; able to work OT when needed (come in early/leave later, switch schedules for coverage), ability to work weekends & holidays
Remote work. REQUIRED: 2-week training period to take place in Downers Grove, IL location
This is a set rotating 2nd & 3rd shift opportunity:
1st and 3rd week
Saturday - 10:30pm - 7:00am
Sunday - off
Monday - off
Tuesday - 10:30am - 11:00pm, 12 hours
Wednesday - 10:30pm - 7:00am
Thursday - off
Friday - 10:30am - 11:00pm, 12 hours
2nd and 4th week
Saturday - 2:30pm - 11:00pm
Sunday - 2:30pm - 11:00pm
Monday - off
Tuesday - 10:30pm - 7:00am
Wednesday - off
Thursday - 2:30pm - 11:00pm
Friday - 10:30pm - 7:00am

The ideal candidate must possess:
Customer service experience - call center and scheduling, preferred
Strong ability to prioritize & multi task with attention to detail
Time management organization & focus on ability to prioritize & multi task with focus to detail
Ability to articulate thoughts into clear & concise written and verbal communication
Strong written and verbal communication
Experience working on computers, using Excel, and other Microsoft Office applications

Essential Functions:
Professional engagement & follow-up communication via phone, email & support software with customers and co-workers.
Exhibits an attitude that is one of positive, can do and customer first with all customers.
Consistently perform all steps of the Customer Experience Initiative.

Specific duties include (but are not limited to):
Manage incoming customer service phone calls & other customer requests
Create service request and dispatch accordingly
Identify and resolve customer concerns in a professional and timely manner
Use web-based system tools such as OMS, word and excel on a daily basis. Log all communication in work service request
Interact with vendors, customers and employees via phone, text, and emails
Escalate service calls when needed
Attach Field Service Reports to service request in OMS. Audit report from vendor and make sure we have all calls logged in OMS
Follow through on resolution of any customer needs. Other duties as determined by your manager
Act as night time contact for drivers, providing scheduling and maintenance support
Handle inbound and outbound calls to 20-30 drivers nightly. Proactively monitoring on time pick up and deliveries
Escalate problems to proper manager contacts as appropriate
Follow HIPPA regulations as it pertains to communication
Effectively communicate pertinent information to daytime contact within multiple geographical regions as well as. handoff of follow ups to co-workers on next shift
Order and cancel injectable doses
Enter helium reading into OMS

We value our employees and we want them to be healthy and happy. We offer competitive salaries, travel allowance and a diverse blend of benefits, incentives, and business practices and we are continually evaluating our offerings to ensure that Shared imaging is a truly great place to work!
Health, dental, and vision insurance
Company paid dental (with applicable health plans)
401k matching
Employee Assistance Program
Company-paid life insurance and voluntary supplemental life insurance
Company-paid short term
Voluntary long term disability options
Flex PTO & paid holidays
Company swag
Health club reimbursement
Wellness program with generous incentives
Employee recognition programs
Referral bonus program
Job training & professional development

We require that all Shared Imaging LLC employees have a completed background check and drug screen on file.

Shared Imaging is committed to equal employment opportunity. The company offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status or any other category protected by applicable law. Equal employment opportunity includes hiring, training, promotion, transfer, demotions, and termination.

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