Client Service Representative

4 weeks ago

Novi, United States Interim HealthCare - Novi, MI Full time
Job DescriptionJob Description

Client Service Representative (CSR)

 in Novi, MI

Discover a client service role that makes every day rewarding. As a CSR for Interim HealthCare®, you’ll be part of a team that is improving lives through the in house care they provide.

Interim HealthCare is the nation’s first home care company and a leading employer of CSRs seeking a career with purpose. We are looking for a service-oriented professional to assist and attend to the daily operations of our office. If you’re ready for a career that allows you to make a real difference in the lives of others and reap the rewards that come with it, you are made for this

Our Client Service Representatives enjoy some excellent benefits:

  • Make a positive impact in the lives of others through the work you do
  • Family-oriented culture that promotes work-life balance
  • Online training, growth and ability to earn CEUs
  • Tuition discounts through Rasmussen University
  • [PTO, Holiday Pay, Medical/Dental/Vision & 401(k) Benefits]

As a Client Service Representative, here’s a big-picture view of what you’ll do:

  • Responding to Customer Inquiries: Addressing customer questions, concerns, and complaints promptly and professionally through various communication channels such as phone, email, chat, or social media.

  • Providing Product/Service Information: Offering detailed information about the company's products or services, including features, pricing, warranties, and troubleshooting procedures.

  • Assisting with Orders and Returns: Helping customers with placing orders, tracking shipments, processing returns, and resolving any issues related to transactions.

  • Troubleshooting Technical Problems: Diagnosing technical issues customers may encounter with products or services and providing step-by-step guidance to resolve them.

  • Handling Billing and Payment Inquiries: Assisting customers with billing inquiries, payment processing, invoice discrepancies, and service purchases. 

  • Escalating Complex Issues: Identifying and escalating complex or unresolved issues to higher levels of support or specialized departments within the organization for further investigation and resolution.

  • Maintaining Customer Records: Documenting customer interactions, including inquiries, complaints, resolutions, and follow-up actions, accurately in the company's Electronic Health Records System. 

  • Following Up with Customers: Following up with customers to ensure that their issues have been resolved satisfactorily and providing additional assistance or information as needed.

  • Providing Feedback to Improve Processes: Sharing customer feedback, trends, and recurring issues with relevant departments to help improve products, services, and overall customer experience.

A few must-haves for Client Service Representatives:

  • Empathy and Patience: The ability to understand and empathize with customers' concerns, even in challenging situations, and maintain a calm and patient demeanor throughout interactions.

  • Problem-Solving Skills: Capacity to analyze customer issues, identify root causes, and provide appropriate solutions or escalate complex problems to higher levels of support.

  • Product/Service Knowledge: Deep understanding of the company's products or services, including features, benefits, and troubleshooting procedures, to assist customers effectively.

  • Technical Proficiency: Intermediate to Strong technical skills to navigate software systems, online resource tools, and other support-related applications efficiently.

  • Time Management: Capability to prioritize tasks effectively, manage workload, and response time targets.

  • Teamwork and Collaboration: Willingness to collaborate with team members, share knowledge, and contribute to a positive team environment.

  • Adaptability: Ability to adapt to changing processes, technologies, and customer needs in a dynamic work environment.

  • Attention to Detail: Diligence in accurately documenting customer interactions, troubleshooting steps, and resolutions to maintain comprehensive records.

  • Multitasking: Capacity to handle multiple customer inquiries simultaneously while maintaining quality and efficiency in responses.

  • Conflict Resolution: Skill in de-escalating tense situations, resolving conflicts, and turning negative experiences into positive outcomes for customers.

  • Customer Focus: Commitment to providing exceptional customer service and ensuring customer satisfaction as the primary goal.

Why Work for Interim HealthCare?

Founded in 1966, Interim HealthCare is the nation’s first home care company and a leading employer of Client Service Representatives (CSRs). Operating through 300+ offices, our commitment to you is expressed through a family-oriented culture that values and appreciates home care professionals, and a passion to put patients first. Join a nationwide network of CSRs who are making a positive impact in the lives of others through the meaningful work they do.

Interim HealthCare is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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