Customer Service Representative

2 weeks ago

Navarre, Florida, United States Santa Rosa Medical Center Full time

As a Customer Service Representative at Santa Rosa Medical Group you'll join a team and be a part of a culture that's dedicated to providing top quality care to our patients. Our full-time employees enjoy a robust benefits package which may include health insurance, 401(k), licensure/certification reimbursement, and student loan assistance for eligible roles.

Job Summary
The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.

Essential Functions

  • Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.
  • Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.
  • Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
  • Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
  • Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
  • Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.
  • Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
  • Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.
  • Performs other duties as assigned.
  • Complies with all policies and standards.

Qualifications

  • Associate Degree or coursework in Business, Communications, or a related field preferred
  • 1-2 years of experience in customer service, call center, or administrative support required

Knowledge, Skills And Abilities

  • Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.
  • Strong verbal and written communication skills, ensuring clear and professional interactions.
  • Ability to handle high call volumes and multi-task across different customer service platforms.
  • Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.
  • Proficiency in customer service software, CRM systems, and Microsoft Office applications.
  • Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.
  • Strong attention to detail in data entry, documentation, and customer interactions.
  • Ability to work independently and as part of a collaborative team in a fast-paced environment.

This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for an employer.

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