Customer Service Representative

4 weeks ago


Basking Ridge, New Jersey, United States RMA Network Full time
Customer Service Representative Job Description

RMA Network is seeking a highly skilled Customer Service Representative to join our team in Basking Ridge, NJ. As a key member of our customer service team, you will be 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 the company's offerings and communicate policies and practice information 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 to be able to 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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