Customer Service Representative

Overview

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

Qualifications:

High school diploma, GED or equivalent, or equivalent work experience, preferred
2-4 years experience in high volume call center preferred where communication and active listening skills have been utilized
Previous experience working in a remote/work from home setting is preferred
Prior experience working with Microsoft Office is preferred
Prior experience working with order placement systems and tools preferred
Customer service experience preferred
Root cause analysis experience preferred
Familiarity with call-center phone systems preferred
Excellent Phone Skills with a focus on quality
Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA

 

Responsibilities in this Role:

 

The Customer Care Specialist operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle. Ultimately, qualified candidates, will be responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately ~60-80 incoming calls per day.

 

Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
Operate company provided hardware and navigate multiple computer programs throughout the day to address customer’s concerns
Consults with Supervisor or Team Lead on complex and unusual problems
Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
Explain our products and offerings to our customers to ensure compatible with customer conditions
Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times

 

BENEFITS:

Medical, Dental and Vision coverage starting Day 1
401K match program starting Day 1
23 days of Paid Time off after 90-day probation period
Health savings account (HSA) & Flexible spending accounts (FSAs)
Work-Life resources
Paid parental leave
Healthy lifestyle programs