Job Details
Customer Service Specialist
Exciting opportunity to join a 1st class organization!
This is a 6 month contract (potential to convert to perm) in Johns Creek.
This is a hybrid role. Initially, you can telecommute 2 days/week. Once ramped up, you can telecommute 3 days/week.
Hours are from 9am to 5pm, Mon - Fri (37.5 hours/week).
RESPONSIBILITIES:
- Answer & respond to incoming phone calls, voicemails, texts, & emails
- Respond to questions, address concerns, and/or refer to another staff member
- Provide support for customer requests or issues, logging help desk tickets as needed
- Handle an avg. of approx. 25 calls & 20 emails daily.
- You will spend approx. 60% of the time on the phone.
- Reset passwords
- Answer questions re: use of our website for continuing medical education (CME) & certification processes
- Answer questions re: uploading CME documentation
- Verify customers' CME documentation & certifications are in complete & in our system &
- Maintain & update records
- Respond to requests from hospitals & providers for verification certifications & CME
- Monitor & process customer name, contact info, & database changes
- Upload or scan documentation into customer records within 24 hours of receipt
- Make follow-up calls & emails to survey respondents with concerns or questions
REQUIRED SKILLS:
- 5+ years of customer service/support experience in a call center environment
- Experience handling calls that involve finding info & giving responses that may not always make the customer happy
- Excellent communication skills, including active listening
- Service-oriented, with the ability to resolve customer grievances
- Intermediate MS Office Suite (Word, Excel, PowerPoint, Outlook) & computer skills
- Detail-oriented, with a demonstrated record of accuracy
- Demonstrated ability to multi-task & ability to work effectively/efficiently under pressure
- Experience working with diverse populations
- Strong professional work ethic - professionalism, respectfulness, dependability, accountability
- Experience interpreting & implementing policies/procedures
- Ability to work independently with little supervision and to make informed decisions
- Must be fully vaccinated for Covid (unless you qualify for a legally-required exemption)
PREFERRED SKILLS:
- Medical or Healthcare industry experience
- Associate's or Bachelor's Degree
- Bilingual
- Experience with digital scanning of documents
- IVR software experience
W2 ONLY; NO 3rd Parties/C2C/Visa Sponsorship