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Posted: Sunday, March 12, 2017 10:20 PM

The Solution Center Specialist provides exceptional service by interfacing with internal customers, business unit leaders and associates and technicians to triage and trouble shoot business application issues. The Solutions Center Specialists are also heavily relied upon for CEC on:boarding purposes. This person is exposed to multiple levels of leadership within Medxcel Facilities Management. As such, the Solution Center Specialist must professionally represents Medxcel in all interactions by demonstrating a commitment to the Medxcel vision, mission, and core values.Handle Internal Customer Interactions (70)Handle incoming calls and emails in a timely, professional and courteous mannerObtain all necessary information and input in the appropriate systemUse telephony system to manage call interactions and respond to emailsUtilize resources to provide accurate information to customers needing support in various business applicationsUtilize, develop and maintain Medxcel Facilities ManagementA?s Applications Knowledge baseAdapt to process changes by staying current with all new training materialsDocument and escalate customer concernsDemonstrate ownership and perform necessary follow:up activitiesDemonstrate proficiency in handling interactions for all types of applicationsHandle incoming calls and emails in a timely, professional and courteous mannerDemonstrate proficiency in handling interactions, questions and concerns from all internal customersEscalate application requests that are not resolvable to appropriate partner, (CMMS Team, Data Management, Information Services, HRIS, Marketing, Finance, etc.)Solution Center and CEC Support (20)Support processes critical to the success of the CEC and the Customer Solution Center, including but not limited to training, quality assurance, internal and external reporting and coordinator on:boarding.Ensure availability to take interactions during scheduled shift timesHelp acclimate new hires to Medxcel culture and expectationsInitiate ongoing training for staff development and knowledgeProvide input into process improvementsOther Tasks, As Assigned (10)Handle ad hoc requests for data, information, or process documentationTo be determined based on departmental and organizational needsEducation and Work ExperienceBachelorA?s Degree preferred or equivalent work experienceMust have at least 2 years of experience in customer service preferably in a help desk roleMust have trouble:shooting and problem solving skills with business applicationsKnowledgeMust have strong written and verbal communication skillsMust have strong business acumen in order to successfully know when to escalate issuesMust have strong customer service skills and composure during stressful situationsMust demonstrate composure during system or process failuresMust have peer coaching experienceMust have working knowledge of Microsoft Word, Outlook and Excel


• Location: Indianapolis

• Post ID: 22267993 indianapolis is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017