What are the responsibilities and job description for the Customer Service Representative - Inbound position at Epiphany Management Group?
Customer Service Representative – Inbound
GENERAL JOB OVERVIEW
Join our Customer Service Representative team as we continue to grow our upcoming call center. As a team member you will be helping healthcare providers with questions and troubleshooting technical issues. Level 1 is responsible for answering questions through phone calls, chat and email and will provide direction and/or next steps to assist healthcare providers through various client tools.
While it is helpful to have customer service experience, a great attitude and willingness to learn are a plus! Our team will train you on client and internal processes!
WORK ENVIRONMENT
- Hybrid – onsite for initial training and work from home when allowed by client.
- Up training and cross training may require team members to come onsite once they have been approved to work from home.
- Opportunity for career advancement
- Paid Training
- Full Benefits including medical, dental, vision, 401K, PTO, and paid life insurance
- Flexible schedules
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answering customer calls quickly and efficiently while maintaining a high level of quality
- Fielding calls and providing first call resolution while offering self-help options for future assistance; outbound calls are also made to provide follow-up on existing issues and to drive program compliance.
- Respond to requests and tickets and record details for ticket per requirements.
- Clearly/concisely documenting tickets in ticketing system.
- Communicate clearly/concisely with our customers.
- Work as part of a team, sharing information, learning from each other, and maintaining the common goal of solving customer problems quickly and efficiently.
QUALIFICATIONS
- Great communication skills both verbal and written
- Ged/HS Diploma (Required)
- Customer Service Experience (Required)
- Technical Support Experience (Required)
- Customer Service Skills – over the phone or face-to-face.
- Ability to work independently to solve problems and gain/share knowledge.
- Proficient with technical troubleshooting
- Good note taking and documentation skills.
- High level of patience and understanding with a willingness to help customers.
- Willingness to learn.
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. As the project evolves, additional duties, responsibilities, and activities may change, or be assigned at any time with or without notice. However, training will be provided.
