Customer Service Associate

Location: East Windsor, NJ (Hybrid)

Full Time

Discretionary bonus eligible

Comprehensive Benefits Package (medical, dental, vision, 401k w/company match)

HMP Global is a leading healthcare event and education company, with a dominant position in several therapeutic areas including Oncology, Psychiatry & Behavioral Health, Cardiovascular, Wound Care and Public Safety. With a mission to improve patient care, we deliver information and education to healthcare professionals through 400+ global, regional, and local events and reach over 4 million users monthly through digital networks and social channels.

Due to growth, we have an immediate opening for a Customer Service Associate. You will be responsible for providing exceptional support to our customers, ensuring their satisfaction and loyalty to our brand. You will be the first point of contact for customers seeking assistance and guidance regarding our products and services. Utilizing your expertise in customer service, you will address inquiries, resolve issues, and facilitate solutions in a timely and professional manner. This role will also be responsible for providing internal administrative office support.

Responsibilities

• Act as the frontline support for customers, promptly addressing their questions, concerns, and requests through various channels including email, phone, chat, and social media.

• Assist customers in troubleshooting technical issues they encounter with our products or services, utilizing your understanding of our offerings and Zendesk tools.

• Effectively resolve customer complaints, conflicts, or disputes with empathy and diplomacy, striving to achieve positive outcomes and maintain customer satisfaction.

• Continuously strive to exceed customer expectations by delivering personalized, attentive, and solution-oriented service, fostering long-term relationships with customers.

• Accurately document customer interactions, inquiries, and resolutions in Zendesk or other CRM systems, maintaining detailed records for future reference and analysis.

• Work collaboratively with cross-functional teams including sales, product development, and marketing to address customer needs, communicate feedback, and drive improvements.

• Stay informed about our products, services, and company policies to provide accurate information and guidance to customers.

• Provide administrative office support – maintaining inventory of office supplies, managing calendars for managers, greeting & directing visitors/vendors, assisting in ordering lunches.

Requirements

• Prior experience as a Customer Service Representative or similar role, with a strong track record of delivering exceptional customer service.

• Proficiency in Zendesk or similar customer service platforms, with the ability to navigate the system efficiently and leverage its features for effective support delivery.

• Excellent communication skills, both written and verbal, with the ability to convey information clearly, courteously, and empathetically.

• Strong problem-solving skills, with the ability to analyze issues, identify root causes, and implement effective solutions.

• Ability to work efficiently in a fast-paced environment, prioritize tasks, and manage time effectively to meet deadlines.

• Flexibility to adapt to changing priorities, customer needs, and business requirements.

• High level of professionalism, integrity, and reliability in handling confidential information and interacting with customers.

• Valid drivers license.

• Ability to lift, push, or pull up to 20 pounds.

• Bachelor’s degree or equivalent experience preferred.

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