Call Center Service Rep I

Hiring Manager: [[Laura Severson]]
Recruiter: [[Susan Blair]]

About the role: 
Provide support to customers with regard to shipment and billing orders. Facilitate communications between the sales force and in-house contacts to resolve order processing and customer issues. Communicate back order and product allocation issues to the sales force, and assist the sales force in locating and transferring product as needed.

Your Responsibilities include: 

• Answer all incoming Customer Service calls promptly and manage then effectively and efficiently
• Address questions and educate patients, practices, and sales staff
• Handle specified technical monitor issues
• Redirect calls to subject matter experts as defined in protocols
• Notate patient accounts for activities and disconnect
• Assist patient’s requests for additional supplies by placing orders on their behalf
• Document all calls or correspondences
• Handle emails/VMs as assigned
• Demonstrate empathy and decrease customer tension
• Promote the value of Preventice remote monitoring to reduce cancellations
• Must communicate on a professional, empathetic and diplomatic manner with good voice quality, dictation, and articulation
• Works to achieve the day-to-day Customer Service Team’s quality and productivity goals
• Exhibit a high sense of urgency
• Identify, document and escalate potential patient or practice complaints per standard operating procedures
• Other duties as assigned

What we are looking for: 
Minimum Requirements:

• 2 years of experience with a high school diploma.
• Excellent multitasking and organization skills
• Excellent verbal and written communication skills
• Computer skills are required including proficiency in Windows-based applications and MS Office.
• Knowledge of multi-line telephone system
• Excellent Customer Service skills when interacting with all internal and external clients
• High attention to detail
• Ability to work in a fast paced environment.

Preferred Qualifications

• Knowledge of medical terminology
• Bilingual is a plus

Requisition ID: [[563258]]