What are the responsibilities and job description for the Customer Service Representative - Outbound position at Epiphany Management Group?
Customer Service Representative – Outbound
Our Customer Service Representatives help healthcare providers with questions and troubleshooting technical issues.
Responsibilities include answering questions via phone calls, chat and email.
Responsibilities also include providing directions and next steps on various client tools.
While customer service experience is helpful, a great attitude and willingness to learn are also pluses!
WORK ENVIRONMENT
- Hybrid – onsite for initial training and work from home when allowed by client.
- Uptraining 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
- Make outbound reminder calls
- Follow up with customers on existing issues
- Assist with inbound customer service support calls
- 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
- Respond to requests and tickets
- Record ticket details per requirements
- Clearly/concisely document tickets in ticketing system
- Communicate clearly/concisely with customers
- Work as part of a team, sharing information, and learning from each other to solve 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.
