Customer Service Representative

4 weeks ago


Basking Ridge, New Jersey, United States RMA Network Full time
Call Center Coordinator

RMA Network is seeking a highly skilled Call Center Coordinator to join our team in Basking Ridge, NJ. This role is responsible for managing a high volume of inbound calls and portal inquiries in a timely manner.

Key Responsibilities:
  • Manage high volume of inbound calls and portal inquiries in a timely manner.
  • Answer client inquiries by clarifying desired information; researching, locating, and providing information.
  • Understand company offerings and communicate policies and practices accurately.
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Escalate medical complaints/questions to the appropriate medical professional.
  • Be empathetic, have a positive attitude, and stay calm and polite, even when callers get upset.
  • Provide timely response to patients' inquiries by telephone and/or portal consistent with service and quality standards.
  • Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.
  • Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints, or compliments to the appropriate party or system.
  • Provide availability and schedule appointments within established guidelines.
  • Follow communication 'scripts' when handling different topics.
  • Maintain call center database by entering required information.
  • Update existing customer information as needed.
  • Perform other related duties as assigned.
Requirements:
  • High school diploma or equivalent.
  • Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone.
  • Some experience in a call center or customer service environment.
  • Knowledge of customer service principles and practices.
  • Knowledge of medical terminology.
  • Proficient in relevant computer applications.
  • Good data entry and typing skills.
  • Knowledge of administration and clerical processes.
  • Aptitude to work independently and demonstrate good judgment.
  • Ability to work as part of a multidisciplinary team.
  • Excellent interpersonal and listening skills.
  • Demonstrates problem analysis and problem-solving abilities.
  • Strong organizational skills and attention to detail.


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