Our Customer Service Representative is responsible for providing high-quality support to potential clients by responding to their inquiries and resolving their issues. There is no cold calling or outbound sales, all contacts have previously reached out to us. You will be the point of contact and work with a supportive team to ensure that customers receive a positive admissions experience and that their needs are met in a timely and effective manner. You are the first point of contact for people looking for assistance with substance abuse or mental health and will support the admissions process.

If you are looking for a customer service job that helps people, provides training, and allows for growth - this could be a perfect fit! 

Steelgem provides marketing and admission support for Orange County’s best rehab and recovery treatment centers. Join our Customer Experience team and support people’s recovery journey from addiction, mental health, and substance abuse. Steelgem offices are located in Santa Ana. Our main office resides in the heart of downtown Santa Ana, close to multiple restaurants, bars, train stations, and parking areas. This job is on-site with working hours between 7am to 7pm, with some night and weekend availability required. 

About the Job:

• Call and answer customer inquiries via phone, email or chat in a friendly and professional manner.
• Resolve customer complaints and issues in a timely and effective manner 
• Determining if a social media post is coming from potential client and reply to messages in a professional and timely manner 
• Complete initial intake to determine eligibility and transfer to Sr. Admission agent to solve complex issues and complete enrollment process 
• Maintain accurate customer records and update customer information in CRM 
• Follow up with customers to ensure that their issues have been resolved to their satisfaction 
• Meet or exceed performance goals related to quality, productivity and customer satisfaction 
• Participate in ongoing training and development to improve your customer service skills and knowledge of company products and policies 

About You: 

• 1-2 years in customer service, call center experience is a plus! 
• High School Diploma 
• Strong spelling and grammar skills 
• Strong verbal communication skills with a confident, trusting and empathetic tone 

Competencies in the following programs are a plus! 

• Salesforce 
• Microsoft Word 
• Microsoft Excel 
• Microsoft Outlook 
• PowerPoint
• Facebook messenger 
• YouTube messenger
• Yelp
• Instagram 

Benefits: 

• Medical, dental and vision insurance
• 401(k) plan 
• 401(k) matching 
• Paid vacation 
• Paid sick time
• Paid holidays 
• Parental Leave 
• Life Insurance 

Location: In-Office Position | Local Candidates Only | Office located in Santa Ana, CA 

Job Type: Full-time with Benefits 

Pay: $19.00 - $25.00 Per Hour 

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