Implementation Specialist

GENERAL STATEMENT OF RESPONSIBILITY : Responsible for working with our clients and partner companies to implement FormFox software products and services with new users and to increase utilization of these products and services with existing users.

ESSENTIAL FUNCTIONS :

Level 1

• Set up and manage collection sites within the software.
• Based on our initiatives, make outgoing calls to potential and existing collection sites to generate interest, arrange for training and retraining, provide implementation instructions, provide general support, and track label inventory.
• Handle incoming calls from clients to answer implementation questions, provide instructions, and discuss current initiatives.
• Provide training and documentation for new users and those expanding their use of additional products and services.
• Onboard new clients sent from the sales team as quickly as possible. Track onboarding progress of new clients.
• Assist in maintaining client relationships through regular phone and email communication.
• Write follow-up and summary emails after phone communications with customers.
• Based on client initiatives, distribute information to clients through various means including email and phone calls.
• During the implementation process, escalate issues that are not resolvable to Implementation Team lead, or operations manager.
• Ship labels and supplies.
• Assist the technical support team as needed. Receive, troubleshoot, document and resolve user issues.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Be proactive in bringing ideas to management's attention to improve productivity, service, quality, policies and procedures, cost savings and utilization of company resources.

Other duties as assigned.

Level 2

JOB QUALIFICATIONS :

EDUCATION : High School Diploma or equivalent

EXPERIENCE :

SKILLS & ABILITIES :

PHYSICAL REQUIREMENTS : The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

The following physical attributes are required for this position :

EQUIPMENT : PC and communications equipment.

OTHER : Some after hours, on-call, and weekend work may occasionally be required. Travel may be necessary.

The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.

Level 2 Requirements : 1 year of experience in a customer facing project management role or applicable customer service position.

An Equal Opportunity Employer

Pay Range : $16.00 - $29.00

Benefits for Full Time Employees :