Customer Care Representative

Job Summary

This position is responsible for interfacing with customers and potential customers via inbound phone calls for the purpose of providing customer service or setting intake appointments into one of our treatment facilities. The primary focus will be to either retain or re-establish relationships with our existing customers and to acquire new customers. This is an on-site call center position and there is no telemarketing required. Outbound phone calls are required for returning voicemails and working on special projects.

Essential Functions

• Answers or returns calls to customers to learn about and address their needs.
• Responds efficiently and accurately to customers, explaining possible solutions and ensuring customers feel valued and supported.
• Builds rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during training.
• Uses decision-support computer software programs to respond to common customer inquiries and requests.
• Ensures that customers understand product information provides additional information to customers as needed.
• Listens attentively to customer needs and concerns and demonstrates empathy.
• Prepares complete and accurate work and updates customer records.
• Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participates in activities designed to improve customer satisfaction and business performance.
• Raises issues proactively and in a timely manner.

Essential Qualifications

• High School Diploma or GED.
• Required Knowledge: Computer skills and proficiency with Microsoft Office and Google. Excellent internal & external customer service and communication skills.
• Experience Required: 1 year high volume telephonic Customer Service experience. Prior health care based call center experience is a plus. Prior Sales experience is a plus.
• Skill and Ability: Exceptional customer service, active listening and verbal and written communication skills in a fast paced environment. Demonstrated experience with multi-line phone systems. Ability to work with integrity and the experience, confidence and presence to effectively handle interpersonal relationships. Strong organizational skills with a keen ability to prioritize and multitask. Ability to adhere to and meet deadlines. Experience in handling sensitive, confidential information. Excellent communicator (oral and written) including the desire to ask questions and learn from co-workers. Strong administrative and data entry skills. Bilingual is a plus.