Bmi Care Specialist
BMI
Nashville, TNThis was removed by the employer on 7/10/2017 10:12:00 AM PST
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Full Time Job
POSITION SUMMARY: Provides exceptional service to BMI customers via inbound call center, email, and chat, for closing sales transactions, responding to customer information & documentation requests. Resolves collections or billing issues for BMI licensees or affiliates.
FUNCTIONS OF THE JOB:
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
• Responds to in-bound calls to resolve questions and customer needs for all areas of Customer Relations, Licensing Sales and Collections. Helps customer’s complete online portal sales, reporting, and payment transactions as needed.
• Effectively uses call center technology and equipment to maximize reporting accuracy and productivity.
• As applicable, generates revenue while processing in-bound calls. Secure and process over the phone payments and payment plans as appropriate on collection accounts.
• Uses guidelines and guiding principles to make decisions for the best interest of BMI and customers (write offs for example).
• Uses “first contact resolution” guidelines, make decisions with prospects and customers to secure the best possible outcome for the customer and BMI.
• Escalates, or routes, call to appropriate experts for additional resolution needs.
• Initiate follow up processes as needed for sales, collections, or customer service whenever issues cannot be resolved with established "first contact resolution" guidelines.
• Perform various tasks such as fee adjustments, fee profile updates, and report form processing, to ensure both BMI and its licensees meet various contractual obligations in a timely manner
• Provides customer feedback as needed to improve customer satisfaction levels, business processes & services offered.
• Follows through on tasks to meet various contractual obligations in a timely manner.
• Meets established internal service level goals.
• Acts as a liaison between other functional service areas of Licensing, by attending strategy and information meetings to ensure the team is up to date with market, process and licensing needs. As needed makes presentations to other functional areas of the business.
• Maintains familiarity with all BMI license types.
• Effectively communicates and collaborates with various internal and external customers, such as Sales, Customer Relations, IT, Operations, Accounting, Collections, Performing Rights and report vendors.
• Completes other duties projects as assigned.
POSITION QUALIFICATION REQUIREMENTS
Education:
Bachelor’s degree preferred.
Experience: Three years of call center experience in collections customer service, and/or sales environments preferred.
Skills
and Abilities: which may be representative but not all inclusive of those commonly associated with this position.
• Strong customer service orientation; strong company presence
• Strong attention to detail
• Fast learner
• Strong problem solving skills and abilities
• Strong communication skills; verbal and written; specifically, for strong listening skills and persuasion skills
• Good interpersonal skills
• Word and Excel use
• Track record of strong attendance and dependability
• Working knowledge of CRM and call center preferred
• Knowledge of BMI policies and procedures associated with collections, sales and customer relations functions preferred