Inbound Customer Service Patient Representative

Job Summary:

Inbound Customer Service Patient Representatives provides a high level of customer service while generating appointments by answering incoming calls working in a premier contact center.

The role includes utilizing the customer management software to manage and track the results of contacts.

Job Description:

Key Responsibilities:

• Provide high level customer service with graceful, high-level, pleasant conversations

• Answer various questions regarding hearing health and set appointments with the guidance of a script

• Rebuttal and probe to retain client base

• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system

• Answer returned inbound calls as needed after initial outbound contact

• Handle inbound, lead generation, email correspondence, web correspondence and chat

• Maintain quality service by following organizational standard operating procedures

• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas

• Learn and understand basic industry knowledge

• Collaborate with Patient-Facing Clinical staff and hearing care professionals

• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity

Requirements:

• 2 years of call center experience

• Proven track record of delivering exceptional customer service

• Intermediate proficiency in MS Word and Excel

• Typing proficiency and computer savvy

Skills:

• Multitask using various applications simultaneously

• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers

• Ability to understand the customer’s requirements promptly and present solutions that meet their needs.

• Excellent interpersonal communication skills

• Ability to multitask and manage time in a fast-paced environment

• Skilled in handling objections and rejection

• Professional telephone etiquette skills

• High proficiency with written correspondence

• Highly motivated and receptive to coaching

• Strong problem-solving and organizational skills

• Team Player

• Self-sufficient and passionate about success

Additional Responsibilities:

• May take on additional responsibilities and tasks to support the growth and success of the team and organization.

Schedule:

• 40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs. Every other Saturday with one day off between Monday and Friday.

Compensation:

• $20 - $23 / hour

• Commission eligible

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $20 - $23