Job description

Job Summary:

The Coordinator II, Client Services provides day-to-day workflow coordination and support to the Client Services team; balances a variety of priorities across escalation channels to all departments.

Requirements

Job Responsibilities:

• Receives and responds to customer product inquiries through various communication modalities such as telephone, email, and/or chat platforms.
• Provides coverage for Helpdesk phone and email traffic.
• Follows day-to-day workflow activities and processes to ensure customer issues have been received, routed, and documented; organizes, audits, enters, and reports outage data into SalesForce (SF).
• Handles a variety of technical support cases including but not limited to speaking with customers and mitigating conflict or difficult client situations.
• Addresses and works to resolve issues and/or complaints; escalate to appropriate teams or management for assistance, when necessary.
• Create, open, transfer, and/or reassign support cases to appropriate team members; follows up with assigned team members to provide additional information or obtain feedback on status of support case.
• Partners with support teams to update status codes or categories; ensures cases are routed to the appropriate teams with complete and accurate information.
• Notifies support teams of potentially urgent or critical issues through various communication platforms including chat, email, telephone.
• Escalates disgruntled or dissatisfied customer issues to Account Managers and/or Senior Management, as needed.
• Assists with SF testing to ensure Helpdesk workflow efficiencies; makes recommendations for consideration related to SF workflow processes to increase client satisfaction and process efficiencies.
• May work on projects or other related assignments at the direction of the manager.
• Performs other duties that support the overall objective of the position.

Education Required:

• Associate degree.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 2+ years of experience in customer service, software, or related field.

NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:

Work Location: Remote

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