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Client Service Specialist

1 month ago

Colorado Springs, United States Connect America Full time

Job Function:

Manages and processes shared email inboxes, data entry and reporting, answering incoming phone calls, basic equipment troubleshooting, and participates with other team members to accomplish tasks and meet deadlines.

Responsibilities:

  • Answer incoming calls via Five9 phone system; resolve issues, or transfer as needed
  • Respond timely to service verification requests
  • Process emergency incident reports
  • Process new referrals and service requests: enter client data into Salesforce, facilitate communication between field technician and client/family/nurse/caregivers
  • Communicate directly with referral sources (information updates, thank you for referrals, etc.)
  • Assist to close work orders upon completion by field installers: upload paperwork into CRM software (Salesforce), update monitoring centers, verify equipment serial numbers, send status update to referral source if required, notify referral source of rate(s)/service(s), and make initial payment arrangements.
  • Communicate with billing department regarding any account changes, new accounts, and account removals.
  • Understand and follow HIPAA guidelines for all communications
  • Process messages in shared inboxes from referral sources, clients, and vendors
  • Assist to maintain contact databases
  • Exemplify American Medical Alert’s mission of client-centered services designed to support people living independently.
  • Other duties as assigned
Position requirements:
  • 1 year or more customer service experience
  • College degree or equivalent work experience
  • Exceptional written and verbal communication skills
  • Exceptional organizational and time management / prioritization skills
  • Advanced / creative problem solving
  • Passion to provide exemplary customer service and work in a team environment
  • High level of experience using windows based PCs, Microsoft office applications, email, and web-based tools and portals.
  • Demonstrated attention to detail
  • Excellent High Speed internet connection for remote work


Full-time, non-exempt, benefited position

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