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Customer Service

Customer Service Representative

Infinite Computer Solutions (ICS)United States🇺🇸United States

Why this role stands out

This hybrid Customer Service Representative role at Infinite Computer Solutions offers a fantastic opportunity to hone your communication and problem-solving skills while contributing to positive customer experiences. You'll thrive in this position if you're a detail-oriented problem-solver who excels at multichannel communication and continuous learning. Apply today to join a reputable company that values its employees and offers a flexible work environment.

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States

Job description

Job Title :Customer Service Representative

Location : Remote

Working days : Monday to Friday

Overview

Overview

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general issues facing portal and web pages. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

Key Tasks

  1. Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
  2. Make outbound calls as necessary based on business needs and reminding them of upcoming appointments
  3. Resolve or escalate customer inquiries in a timely manner
  4. Encourage use of electronic communication with customers
  5. Liaise and coordinate with health care professionals about schedules, patients and any changes
  6. Resolve scheduling conflicts as they occur
  7. Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
  8. Follow SOPs and policies
  9. Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.
  10. Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
  11. Use frequently asked questions (FAQs) and help look up and provide information to inquiries
  12. Utilize departmental knowledge bases and training material to answer customer inquiries
  13. Maintain up-to-date knowledge of policies and procedures as applicable
  14. Adhere to published schedule according to attendance guidelines
  15. May be required to work some weekends and holidays

Perform other duties as assigned

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