Job Title: Customer Service Representative
Reports To: Director of Customer Service

Job Purpose:The Customer Service Representative is an integral part of the daily activity of the Call Center, directing a high volume of calls to their respective departments.

Duties and Responsibilities:

• Respond and appropriately direct incoming calls.
• Schedule patient appointments.
• Build and maintain outstanding customer service.
• Be quick with problem solving to help resolve patient needs.
• Updates patient information as necessary in the CRM and provides any instructions and/or directions to patients and caregivers.
• Verifies patient demographics and updates changes as needed.
• Keeps accurate records of all interactions.
• Process tickets using a web-based system to escalate customer issues as needed.
• Other responsibilities as assigned.

Qualifications:

• High School Diploma or equivalent required.
• Customer service experience preferred.
• High level capacity to multitask independently and on a computer.
• Excellent typing skills.
• Excellent written and oral communication skills.
• Ability to perform in a high volume, fast paced call center environment.
• Proven ability to work independently as well as a productive member of a team.
• Exceptional organizational and time-management focus.
• Spanish-speaking preferred.

Physical requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to walk between multiple office locations that include the use of stairs (elevator is only available in some instances).

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Direct reports:N/A

The company provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or any other consideration made unlawful by federal, state, or local laws. The company is committed to providing reasonable accommodation for qualified applicants, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act.