Client Service Advisor in Overland Park, KS at GDH

Date Posted: 5/18/2018

Job Snapshot

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    At least 3 year(s)
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Job Description

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Reports to: Manager of Client Support Services

Location: Overland Park, KS

Objective:  The Client Service Advisor is to ensure a high degree of customer satisfaction with our products and services. Each Service Advisor acts as an advocate for symplr’s customers within Client Support as well as all other teams across the organization. It is a very self-driven position that requires a commitment to driving customer concerns to full resolution.  Our Service Advisors are the “face” of the company, and are what make our customers’ lives symplr! 

Duties and Responsibilities

  • Maintain high levels customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution
  • Coordinate technical and non-technical resources across internal departments for customers’ and partners’ benefit
  • Develop action plans with Client Support for delivery to customers and partners
  • Act as customers’ and partners’ primary point of contact for escalation in acute scenarios
  • Maintain management awareness of high-impact customer and partner issue status, communicating customer needs as appropriate for additional management attention
  • Ensure that all customer and partner requests are channeled to the appropriate resource in a timely fashion
  • Work with Client Support leadership to deliver special projects as required
  • Provide regular and frequent communication to customers to ensure customers are fully advised as to the progress being made toward completion
  • Effectively and professionally communicate complex situations to departments within symplr, such as product management, software engineering, sales and quality assurance
  • Compose internal documentation that fully reflects all activity related to resolution of customer requests
  • Be an advocate for customer requests; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with colleagues to assist in resolving customer issues
  • Successfully execute transitions from Professional Services to Support for new or existing customers
  • Maintain a positive attitude about our software and services


  • Bachelor’s Degree, or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
  • A minimum of 3 years of experience in an administrative or customer service role, preferably for a support organization
  • Exposure to technology, particularly as it relates to identifying customers’ business processes is preferred
  • Strong ability to follow defined process and policy, while identifying ways to improve existing models
  • Good collaborative skills, applied successfully within team as well as with other areas
  • Ability to effectively interface with all levels inside and outside the company, including senior management, doctors, and other medical staff professionals
  • Speak or write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
  • Able to thrive in a fast paced environment
  • Excellent critical thinking and problem solving skills
  • Organized and experienced at successfully multi-tasking while remaining detail oriented
  • Sharp, fast learner with a natural curiosity and aptitude
  • Commitment to customer satisfaction and quality service
  • Ability to effectively shift priorities and work at a rapid pace
  • Motivated to help others
  • Willing to travel as required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to sit, reach with hands and arms, and use hands and fingers to handle, or feel. The employee is regularly required to stand and walk.  The employee is frequently required to talk or hear. The employee is regularly required to lift up to 20 pounds. The vision requirements include: close vision, distance vision, depth perception and ability to adjust focus.