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Customer Service Agent

2 months ago

Atlanta, Georgia, United States West Point Optical LLC Full time
Job Overview

Company: West Point Optical LLC

West Point Optical LLC operates a network of optical franchises across multiple states, providing comprehensive support to all locations. This role is essential in ensuring customer satisfaction and efficient service delivery.

Position: Patient Call Center Representative

Reporting To: Call Center Manager

Employment Status: Hourly; Non-Exempt

Role Purpose

The Patient Call Center Representative is responsible for managing incoming communications from customers, addressing inquiries, processing orders, resolving complaints, and delivering essential information.

Key Responsibilities

  • Respond to incoming calls and emails promptly.
  • Schedule patient appointments effectively.
  • Handle patient inquiries through phone and email channels.
  • Notify patients regarding order readiness for collection.
  • Manage and resolve patient complaints with professionalism.
  • Provide patients with relevant eye care information.
  • Verify patient insurance eligibility.
  • Input new customer data into the system accurately.
  • Update existing customer records as necessary.
  • Identify and escalate priority issues to appropriate personnel.
  • Direct calls to the correct resources.
  • Conduct follow-up calls to ensure customer satisfaction.
  • Document all call interactions in accordance with established procedures.
  • Maintain call logs and generate reports as required.

Qualifications

  • High school diploma or equivalent is required.
  • Proficiency in relevant computer applications is essential.
  • Required language proficiency must be met.
  • Understanding of customer service principles and practices is necessary.
  • Familiarity with call center technology and telephony is advantageous.
  • Experience in a call center, healthcare, or customer service setting is preferred.
  • Strong data entry and typing skills are required.
  • Knowledge of administrative and clerical processes is beneficial.

Essential Skills

  • Excellent verbal and written communication abilities.
  • Strong listening skills.
  • Ability to analyze problems and develop solutions.
  • Customer service orientation.
  • Organizational skills and attention to detail.
  • Adaptability and teamwork capabilities.

Job Type: Full-time

Required Experience: Minimum of 3 years in a call center environment.