[Remote] Analyst, Client Services

Note: The job is a remote job and is open to candidates in USA. ECRI is a non-profit organization dedicated to improving patient safety and healthcare quality. They are seeking an Analyst for Client Services who will communicate effectively with clients regarding ECRI's products and services, ensuring a positive client experience while resolving access issues and coordinating client events.ResponsibilitiesDeliver prompt responses to client inquiries through telephone, e-mail, and chatMonitor and respond to inquiries in the Client Services e-mail inbox and general phone extensionManage large volume of client inquiries in friendly and courtesy mannerAssist with customer orders through online shopping platformResearch, prioritize, track, and resolve customer issues in timely and accurate mannerEscalate serious complaints or issues, as appropriateCoordinate with colleagues to find the best solutions to customers’ issuesIdentify common problems and escalate them to management, including suggestions for process improvement when appropriateMaintain documentation of customer inquiries and responses for future referenceMaintain a polite, helpful, and professional manner, as well as uphold all of ECRI’s interaction standardsObtain and share client feedback with colleagues and other departments so that products and services can be improvedMaintain broad knowledge of all company products, services, and promotionsFields requests for demos or product questions; triages requests to appropriate staff for timely follow-upRespects client confidentiality at all timesOther duties, as assignedSkillsHigh school diploma or equivalent is requiredSuperb written and verbal communication skillsImpeccable attention to detail and strong organization skillsExceptional communication skills and professional demeanorSound judgment and excellent problem-solving skillsA positive attitude and the ability to build relationships with clientsProficient with Microsoft Office SuiteExperience in a customer service role is preferredPractical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is preferredBachelor's degree in business, communications, or a related field may be advantageousThe ability to speak a second language may be advantageousBenefitsMedical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage.Our employees can participate in an employer-matching 403(b) Retirement Savings Plan.Paid time off and holiday payPaid leave for parentsTuition assistanceEmployee assistance programAccess to LinkedIn LearningOther voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts)ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.Variable compensationCompany OverviewECRI is a nonprofit organization authority on the medical practices and products. It was founded in 1968, and is headquartered in Plymouth Meeting, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.ecri.org/.