Job Summary — Online Customer Service/Account Management

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Background

Health Enhancement Systems is a health media company. Our customers include health promotion/wellness professionals in corporations, hospitals, health plans, health departments, government agencies, and nonprofit organizations. We produce online wellness campaigns and print products to help individuals improve health. Health Enhancement Systems was founded in 1992 and currently has 16 full-time employees. We also contract with writers, designers, editors, web developers, and others to produce some of the most innovative health improvement products in the world.

Position orientation

The right candidate will possess the knowledge and skills below, but most importantly will be highly motivated and have the professional orientation highlighted in this job summary.

Knowledge

• Proficient in computer (PC or Mac) and Internet use
• Microsoft products — Word, Excel, PowerPoint, Outlook, Internet Explorer
• Broad understanding and familiarity with the capabilities of the Internet — interactivity, transactions, email, account management tools, etc.

Skills

• Excellent written and verbal communication
• Attention to detail — documentation and follow up
• Exceptional organizational ability
• Troubleshooting — relentless pursuit of problems and resolution.

Attitude

Ideal candidate will have:

• Customer service attitude — will do whatever is necessary to take care of the customer efficiently and with appropriate professional attitude, even if the customer is in error
• Helping nature — desire to assist the customer and colleagues whenever necessary to contribute to the overall value and growth of the company
• Ability to bounce back from a difficult day or a difficult call (immediately) and maintain a positive, supportive attitude at all times
• Self-starter — must be able to understand overall goals/direction but not require close supervision
• Confident personality — without being pushy or aggressive.

Primary tasks

• Assist online corporate clients in the successful set-up, orientation, training, implementation launch, and ongoing support of online products
• Customer relationship calls — following up with customers who have made a purchase to assess satisfaction, offer additional service and products, and problem solve as needed
• Online support — provide help for online wellness campaigns, responding to participant inquiries through web interface
• Customer service — handling in-bound calls, answering questions about product, taking phone orders, processing orders
• Online product training — providing remote demonstrations of online product functionality
• Assist with various administrative support tasks as needed.

Secondary tasks

• Prospecting calls — up to 5% of employee’s time will be on the phone contacting prospective customers, and inviting the prospect to review HES products and product literature
• Test online products for quality assurance
• Miscellaneous tasks — as with any small business, employees wear multiple hats and do a broad range of activities, so if help is needed unloading a truck and an employee is physically able to do so, they are expected to jump in without being asked if they are not assisting a client
• Light packing and shipping — with some light lifting.

Sales philosophy

Everyone on staff is an ambassador for our products and services. We take great pride in our ability to help wellness program managers inspire their participants to take action to improve their health through the use of our products. We believe that if we can persuade a prospective client to implement one of our products they will become a long-term customer. We take a soft-sell approach to prospective clients, inviting them to try our products, not push for the sale.

Additional responsibilities/skills

Each employee at Health Enhancement Systems is responsible for understanding our products and services and having the ability to effectively communicate same to our customers. Successful candidate will need a high degree of flexibility, have the ability to shift priorities quickly, and change focus to address immediate needs while maintaining momentum of long-term projects.

Work conditions

Health Enhancement Systems’ main office is in Midland MI and a satellite office is located in NC. Our team is 100% committed to providing the best products and service possible and we all work together to delight our customers every day. The office atmosphere is supportive and team oriented. We like to have fun while doing exceptional work for our clients. You will work hard in this job — a full 8 hours a day.

Application process

Candidates will be assessed in part on their ability to adhere to this application process:

1. Review this Job Summary carefully.
2. Take some time to learn about us. Visit our website at www.HealthEnhancementSystems.com.
3. Then if you’d like to be considered for the job, write a letter saying why we should be interested in you. Don’t send a resume yet — just the letter — to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We’ll get back to you within 1 business day. We want to fill the job asap, but we’ll search until we find the right person.

References

One of the final steps in the selection process will be work reference checks. Ideal candidates will have 2 or more work references who have supervised the candidate for a year or longer.