Customer Support

About the role

The Customer Support Associate handles a high volume of inbound and outbound calls, listens to customers’ issues or complaints, and provides helpful solutions. They also make outbound calls to patients/customers to obtain insurance information and submit files for approval once completed and updated.

Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the company site, or using the products or services
• Place outgoing calls to past patients in attempt to clarify and resolve any billing issues
• Collaborate with other call center professionals and training manager to improve customer service
• Enter accurate data from emails/telephone conversations into the call center database
• Successfully manage and monitor the phone queue
• Correspond professionally with customers via email, phone, and chat
• Provide excellent customer service while maintaining the company’s positive reputation

Requirements

• High school diploma, GED, or suitable equivalent
• Excellent customer service and communication skills; bilingual is a plus
• Previous experience and working knowledge of Excel, Word, and Outlook
• Demonstrated experience in accurate data entry
• Proficient typing and data entry skills
• Strong attention to detail
• Ability to work as part of a team
• Self-motivated, well-organized, reliable, and able to prioritize workload
• Good personal and outstanding communication skills, both written and verbal