Customer Service Representative - Avalon Primary Care Clinic

Applicants must be authorized to work in the U.S. for an employer; this position is not eligible for immigration sponsorship now or in the future.

Why Join Us

• Competitive pay that rewards your hard work
• Medical, dental, vision, and life insurance coverage
• Generous PTO and extended illness benefits
• 401(k) with company match
• Career development, learning opportunities, and advancement pathways
• Licensure and certification reimbursement for eligible roles
• Student loan support assistance available for eligible roles
• Employee rewards and recognition programs
• Collaborative, purpose-driven culture making a difference every day
• Additional voluntary benefits such as pet insurance, identity protection, and legal insurance

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.
• Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.
• Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
• Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
• Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
• Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.
• Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
• Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Requirements

• Associate Degree or coursework in Business, Communications, or a related field preferred
• 1-2 years of experience in customer service, call center, or administrative support required

Skills

• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise-wide (ERP) such as Oracle or similar
• Strong verbal and written communication skills, ensuring clear and professional interactions
• Ability to handle high call volumes and multi-task across different customer service platforms
• Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively
• Proficiency in customer service software, CRM systems, and Microsoft Office applications
• Ability to remain calm and professional in high-stress situations while de-escalating customer concerns
• Strong attention to detail in data entry, documentation, and customer interactions
• Ability to work independently and as part of a collaborative team in a fast-paced environment