CUSTOMER EXPERIENCE SPECIALIST

Madison Medical is committed to pioneering the medical and life science solutions of tomorrow. We are driven by a mission to make healthcare safer, healthier and more productive. Our businesses strive to enable positive impacts on health.

We are a group of businesses within one of the largest privately held companies in the world, Madison Industries; a safe haven for entrepreneurs who want to grow their businesses, a culture that encourages teammates to act with an owner's mindset.

Our world class teams design and manufactures leading technologies in the medical, health care, pharmaceutical and bioscience industries. Madison Medical offers a comprehensive range of products that meet the demands of an ever-changing marketplace while improving millions of lives around the globe.

• Improving patient safety while helping to solve the nursing shortage.
• Faster, more accurate test results, so doctors can treat patients more effectively.
• Detecting cancer early to save more lives.
• Enabling those with skin conditions to live healthier, fuller lives.

Elevate Healthcare, a Madison Medical group company, is a leading innovator in the medical simulation industry. We specialize in developing advanced simulation technologies designed to enhance healthcare education and improve patient safety. Our products include a wide range of simulators for various medical fields, from ultrasound and surgical training to emergency and trauma care. Our mission is to make the world safer, healthier, and more productive by providing innovative solutions that elevate healthcare training, ultimately leading to better patient outcomes and a safer healthcare environment.

Job Title: CUSTOMER EXPERIENCE SPECIALIST

Location: Sarasota FL (Hybrid Role)

Company: Elevate Healthcare

About Us: Elevate Healthcare is a leading innovator in the medical simulation industry. We specialize in developing advanced simulation technologies designed to enhance healthcare education and improve patient safety. Our products include a wide range of simulators for various medical fields, from ultrasound and surgical training to emergency and trauma care. Our mission is to provide innovative solutions that elevate healthcare training, ultimately leading to better patient outcomes and a safer healthcare environment.

POSITION & REQUIREMENTS SUMMARY:

The Customer Experience Specialist is accountable for all post-sales aspects of the relationship with the customer. The Customer Experience Specialist is the main point of contact for all post sales services and inquiries. The CXS remains in constant communication with the customer and provides them with statuses on all their post-sales support, repair cases (including installation) and/or inquiries related to product, training, or accounting functions.

The CXS onboards all new or existing customers to acknowledge their business with ELEVATE HEALTHCARE and to ensure the customer is familiar with post sales process on supporting their ELEVATE HEALTHCARE products and/or inquiries. During constant communication with customers, the CXS will ensure our ELEVATE HEALTHCARE products meet performance and operational standards and customer expectation, thus to achieve or improve customer loyalty to Elevate Healthcare.

The candidate must possess excellent customer service and the ability to communicate effectively with customers. Candidate must possess excellent time management skills as well as communication skills both written and verbal with customers and colleagues

RESPONSIBILITIES

• Represent Elevate Healthcare as the main point of contact (POC) and owner of their designated customers. The candidate will ensure customers are acutely aware of all post-delivery needs and provide excellent customer service.
• Handle a large volume of phone calls and emails; clearly communicate ideas and give directions to customers, effectively respond to all aspects of customers' inquiries or requests regarding orders, product/service information, posting status, pricing, etc.
• Welcome & Onboard all new customers with an introduction of CS and the support team.
• Key role in managing all escalations, report status to management and ensure successful execution of plan of action. Communicating to internal/external stakeholders to keep them apprised of escalation.
• Identify and communicate any information that may be affect a customer's experience with ELEVATE HEALTHCARE with the Sales Team.
• Develop and successfully execute mitigation plans or plans of actions to address customer issues.
• Become a trusted advisor with Management and the Sales team.
• Work closely with the other supporting roles within CS to develop a partner support team that aim at exceeding customer service expectations.
• Supporting the sales team with large opportunities and collaborating with additional internal departments.
• Be aware of all opportunities prior to making a decision that may affect a sale.
• Utilize CRM/Salesforce to track all customer interaction and update case notes daily.
• Monitor customer dashboards and quickly identify areas requiring attention and ensure quick reaction to avoid a customer escalation.
• Report metrics and identify areas for improvement.
• Follow up with customer cases to ensure they are resolved as per priority levels and provide regular status reports with updated expected completion date(s) and information for all outstanding cases.

• On-boarding for all new purchases including an introduction to designated team members for current and future issues, introduction to the full customer service cycle and work with customers and/or project manager to execute installations.
• Communicate product enhancements and recalls on products to quality and product management teams.
• Work with customers to coordinate trainings when needed.
• Take initiative to prioritize, manage, and complete projects with very little direction or supervision.
• Write detailed notes on customer service issues and organize them in a manner conducive to easy future referencing
• Other duties as assigned.

REQUIREMENTS

• Associates or bachelor's degree in business or general studies and/or 5+ years of equivalent work experience in an office setting.
• Forward planning and strategic thinking
• Demonstrate enthusiasm, a desire to make a difference, an eagerness to learn, and a willingness to take the rough with the smooth experiences
• Exude confidence and instill desire with the internal/external customer
• Strong verbal and written communication skills
• Emotional Intelligence
• Superior stress resilience
• Demonstrate full ownership and accountability of customers' post sales experience
• Further shows accountability by consistently meeting or exceeding individual KPIs and taking initiative to look for process enhancements
• Demonstrate high sense of urgency to communicate and resolve customer issues
• Self-starter and takes initiative for process enhancements
• Uses methodical processes to solve complex customer issues presents them to Management for approval

GENERAL:

• Complies with and enforces all applicable safety rules, regulations and procedures at Elevate Healthcare.
• Perform all duties in compliance with and enforces legal and ethical standards including: ELEVATE HEALTHCARE Code of Business Conduct, ELEVATE HEALTHCARE policies and procedures, country laws and regulations, federal, states and provincial laws, policies, and standards.
• Maintain security of all proprietary information.
• Perform other duties as assigned or as necessity dictates.

Elevate is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.