eSolution Customer Service Specialist at Vontive

Deerfield, Illinois, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical Devices, Kidney CareIndustries

Requirements

High school graduate/GED required; Bachelor’s Degree preferred
2+ years customer service or supply experience
Ability to work remotely using a high speed wired internet connection
Must be flexible to cover a shift during customer service hours (7:00 AM – 6:00 PM CST)
May be required to handle regulatory procedures for federal and state regulations

Responsibilities

Accurately place new orders, back-orders, shipping adjustments, returns, and account setups
Manage customer inquiries and exceptions via inbound calls (toll-free) and non-phone channels (eSolution portals, fax, email), confirming resolution and next steps on every interaction
Document and escalate service failures or process gaps that impact customers and the organization
Resolve complex customer questions, complaints, and requests using judgment and initiative
Maintain records, prepare required reports, and support new-account setups
Collaborate cross-functionally with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, sales representatives, and other departments to resolve discrepancies and drive continuous improvement
Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order
Manage telephone, fax, and electronic or web product orders, obtaining information on amount, type, and stock on hand
Set up new accounts, document service requirements, maintain records, and prepare customer-required reports
Provide guidance, training, and new hire phase-in to peers or other non-exempt department employees
Determine methods and procedures for new assignments

Skills

Key technologies and capabilities for this role

Customer ServiceOrder FulfillmentInbound CallseSolution PortalsFaxEmailException HandlingKPI ManagementCross-Functional Collaboration

Questions & Answers

Common questions about this position

What benefits are offered from day 1?

Benefits include Paid Time Off (4 weeks) and Paid Holidays (11 paid), Medical, Dental, Disability and Life Insurance coverage, Vision and Voluntary Benefits, Paid Parental Leave, Retirement Savings Plan, Flexible Health Care Spending Accounts, and Educational Assistance Plan.

Is remote work available for this role?

Remote work opportunities are available, with hybrid on-site and work-from-home options; training is done onsite for 4-6 weeks and in office as needed.

What are the department hours?

The department operates Monday-Friday from 7:00 AM to 6:00 PM CST.

What does the team structure look like?

The role supports a hybrid on-site and work-from-home front-line team of 100+ pharmacy technician service team members and supervisors.

What skills or experience are needed for this role?

Financial support is provided to acquire a Certified Pharmacy Technician License; the role requires managing order-fulfillment, customer inquiries, exceptions, documentation, collaboration across departments, and resolving complex issues with judgment and initiative.

Vontive

Provides investment property mortgage solutions

About Vontive

Vontive provides investment property mortgages using technology to simplify and speed up the loan process. Their main product is a "bolt-on" technology that allows retail brands to easily launch their own mortgage services without needing programming skills. This no-code solution can be set up in just a few weeks, making it quicker for brands to offer mortgages. Vontive stands out from competitors by acting as a bridge between real estate investors, lenders, and capital providers, charging fees for their services that reduce traditional risks and inefficiencies in real estate financing. The company's goal is to modernize the investment real estate market by making the mortgage process more efficient and transparent for both retail brands and financial institutions.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$32.1MTotal Funding

DEBTCompany Stage

Financial Services, Real EstateIndustries

11-50Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Parental Leave

Short- and Long-term Disability Coverage

Life Insurance

Wellness Program

Risks

Increased competition from fintech companies could erode Vontive's market share.

Potential regulatory scrutiny may lead to higher compliance costs and challenges.

Economic downturns could impact demand for investment property mortgages.

Differentiation

Vontive offers a no-code, white-label mortgage solution for real estate investors.

The platform integrates financial institutions through a unique debt marketplace.

Founded by industry veterans, Vontive leverages decades of mortgage and financial expertise.

Upsides

Vontive ranked #10 on the 2022 Deloitte Technology Fast 500 with 9,154% growth.

The company has financed over $1.1 billion in residential properties since April 2022.

Vontive's B2C ecosystem reaches over 1.5 million real estate investors.

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