Marathon TS is looking for Call Center Representatives.

The Representative provides product support to customers via inbound/escalated calls, emails, chat, etc., by handling inquiries and troubleshooting complex product-related issues. The Representative investigates issues and concerns by reviewing initial support notes and gathering additional information from customer. The Service Desk Representative updates the tracking system of incident logs and may convey customer feedback to management. The Representative escalates extremely technical or sophisticated issues to the next level up or as high as management. The Representative is an entry-Level position within this field. The Representative conducts routine tasks as directed and is closely supervised with little latitude for independent judgment. The Representative requires the ability to listen, analyze, document, resolve and/or escalate issues while providing excellent customer service skills to end users in the medical community.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
1. 70%: Provides first line support for system-based access issues and reporting questions through the use of phone, email and chat. This involves explaining procedures, providing information and answering questions related to relevant lines of business. Heavy phone work.
2. 20%: Monitors tickets that are assigned and process based on priority. Customer follow up may be needed.
3. 10%: Maintains knowledge of all service tasks and lines of business.

ESSENTIAL QUALIFICATIONS:
HS Graduate or GED

Related Work Experience: 1-2 years
· Minimum of one year of customer service experience
· Must be able to multi-task by using multiple systems and typing 35-40 WPM, while
talking on the phone
· Ability to independently research and troubleshoot issues.
· Strong verbal and written communication skills
· Strong customer service skills
· Ability to work overtime as needed
· New Hires must be available to work a variety of shifts between the hours of 7:00 A.M - 7:00 P.M (8 hour shift within this time frame)

• Ability to think critically and problem solve.
• Technologically advanced.

Preferred:

• Previous Service Desk or Call Center experience
• Healthcare background
• Associate degree
• Experience engaging with doctors and other medical professionals.
• Passion for customer service.

Job Type: Full-time

Pay: $15.00 - $18.75 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Urbandale, IA 50323: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Will you be able to pass a drug test and background check?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: Hybrid remote in Urbandale, IA 50323

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