Customer Care Representative - Remote

About Our Client

The organization operates in the healthcare support sector, providing assistance to patients, caregivers, healthcare providers, and school personnel. It addresses the need for accessible and accurate information related to a nasal epinephrine spray and its support program. Through a dedicated contact center, the organization helps stakeholders obtain guidance, resources, and support for managing the healthcare product.

About the Opportunity

The Customer Care Representative serves as a primary point of contact for individuals seeking information and assistance related to the nasal epinephrine spray and its support services. This role delivers empathetic and professional customer support while ensuring accurate communication, proper documentation, and adherence to established procedures. The position contributes to positive customer experiences and helps facilitate access to available support programs.

Responsibilities

• Handle inbound customer calls professionally and empathetically.
• Provide accurate information using approved scripts, FAQs, and reference materials.
• Assist patients, caregivers, healthcare providers, and school personnel with inquiries.
• Accurately document customer interactions in designated systems.
• Follow established procedures for inquiries, escalations, and program requests.
• Maintain the confidentiality and security of customer information.
• Manage a high volume of calls while maintaining quality and accuracy.
• Apply sound judgment and problem-solving skills within established guidelines.
• Collaborate with team members and leadership to address customer needs.
• Meet established performance, quality, attendance, and productivity standards.
• Participate in training, coaching, and ongoing learning opportunities.

Requirements

• Excellent verbal and written communication skills.
• Empathetic and professional communication style.
• Strong listening and note-taking abilities.
• Excellent attention to detail and commitment to accuracy.
• Ability to follow scripts, FAQs, workflows, and established procedures.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple customer needs while maintaining accuracy.
• Experience working in a high-volume inbound call environment.
• Proficient computer and data-entry skills.
• Ability to learn and communicate information from approved resources.
• Team-oriented and collaborative approach.
• Reliable attendance and punctuality.

Benefits & Perks

• Paid Time Off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability (STD)
• Long-term disability (LTD)
• Life insurance
• 401(k) retirement plan with a 100% vested employer match after 12 months