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Customer Service Representative II

2 months ago

Irvine, California, United States City of Hope Full time
About This Role

City of Hope is a leading cancer research and treatment center, and we're seeking a skilled Customer Service Representative II to join our team. As a key member of our customer service team, you will play a vital role in providing exceptional support to our patients and callers.

Key Responsibilities
  • Screen and Respond to Calls: Answer telephone calls, determine the appropriateness of referrals, and screen callers to ensure they receive the necessary support.
  • Identify Crisis Situations: Recognize and respond to crisis situations, gathering key information and referring callers to the appropriate resources.
  • Provide Personalized Support: Offer empathetic and personalized customer care to ensure callers' needs are met in a timely and efficient manner.
  • Process Concerns and Feedback: Initiate processing of concerns, complaints, and suggestions received from patients and callers, using established protocols and procedures.
  • Maintain Accurate Records: Maintain accurate and up-to-date records, reports, and files, as well as online databases, to ensure efficient operation and compliance.
Requirements
  • Interpersonal Skills: Possess excellent interpersonal skills to effectively communicate with individuals from diverse cultural and educational backgrounds.
  • Attention to Detail: Demonstrate strong attention to detail and organizational skills to maintain accurate records and ensure efficient operation.
  • Problem-Solving: Possess strong problem-solving skills to identify and resolve issues in a timely and effective manner.