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Customer Service Specialist

4 months ago

Johns Creek, United States Visionaire Partners Full time

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