Client Engagement Specialist

Job Description
The Client Engagement Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to our corporate partners and distributor customers. Operating with accuracy and integrity, the Client Engagement Specialist serves to execute tactical client needs expeditiously. They work to ensure the successful delivery of services to clients and their customers.
This position reports to the Client Success Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Client Engagement Specialist must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services.
This position has the capability to work from home once training is complete. Schedule is Mon-Fri 8:
30am-5:
30pm EST.
DUTIES/RESPONSIBILITIES:

Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations
Meticulously communicate through resolution when resolving client concerns and/or escalate issues to the Client Success Manager appropriately.
Answer 50+ incoming phone calls from accounts and patientsdaily
Make 50+ outbound phone calls to alert accounts of challenges with cases
Respond to 50+ email inquiries in a professional and timely mannerdaily
Effectively triage and support inquiries related to sample status, turnaround time, redraws, payments, portal access, and supplies.
Scheduling support for Immigration Cases
Correspond with clients on helps and case adjustments to verify or obtain missing information
Quality check daily cases to ensure the appropriate fees were assigned
Take initiative to help team members when needed
Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
Work effectively with their teammates, manager, and other DDC teams