Customer Service Representative

This role will require the successful candidate to coordinate with internal departments and maintain high standards of service, adhering to all company quality and revenue recognition policies.

Responsibilities:

• Act as the customer-facing voice in an independent work environment.
• Develop creative solutions to resolve customer complaints and issues.
• Maintain accurate records and document customer complaints in the CRM system.
• Provide proactive updates on order status to accelerate the billing process.
• Determine when a hospital request requires escalation, based on the complexity of the request or high priority need.
• Coordinate effectively between internal departments such as sales, customer service and accounts receivable to ensure provision of 100% service level to the customers.
• Ensure all company quality and revenue recognition policies are met.
• Process customer credit applications accurately and efficiently.
• Maintain accurate customer credit records.
• Resolve customer inquiries and provide exceptional customer service.
• Proven experience in a customer service role, ideally within a similar industry
• Strong sales abilities, with a track record of meeting and exceeding targets
• Familiarity with policy and billing functions, preferably within a customer service setting
• Excellent quality assurance skills, with an eye for detail and commitment to delivering the highest standards of service
• Proficiency in managing email correspondence and using fax machines
• Experience providing workstation support and utilizing customer relationship management (CRM) systems
• Excellent phone presence and the ability to professionally handle customer inquiries
• Knowledge of best practices in customer service and the ability to work collaboratively with team members
• Experience providing customer support, including research and analysis to resolve customer issues
• Familiarity with HealthCare.gov, particularly in relation to customer service or support
• Understanding of different methodologies and standard operation procedures relevant to customer service
• Ability to maintain a detail oriented and pleasant voice tone during phone interactions
• Experience with service level agreements, including their implementation and monitoring
• Ability to liaise effectively with internal departments to resolve customer issues
• Creative problem-solving skills, with the ability to develop innovative solutions to customer issues
• Understanding of annual income tax provision, service levels, and revenue recognition
• Familiarity with NIS and the ability to use this system effectively in a customer service role.