Experienced Customer Service Representative III – Healthcare Technologies Support
At arenaflex, we're on a mission to revolutionize the way healthcare technologies are delivered and experienced. As a leading provider of innovative solutions, we're seeking an experienced Customer Service Representative III to join our team. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you.
About arenaflex
arenaflex is a renowned IT staffing firm with a reputation for matching top talent with exciting opportunities across the country. We pride ourselves on building strong relationships with our consultants, ensuring they're aligned with roles that match their skills, aspirations, and interests. Our commitment to our consultants' career development needs sets us apart from the competition.
Job Summary
We're seeking an experienced Customer Service Representative III to provide critical support tasks, including answering questions, providing insights, instructions, and assistance for patient scheduling for heart scans at home. As a key member of our team, you'll be responsible for handling a large volume of inbound and outbound calls, identifying patient needs, and utilizing our Caption platform to schedule appointments, modify/cancel existing appointments, and resolve complaints.
Essential Responsibilities
* Handle a large volume of inbound and outbound calls in a timely manner, following communication scripts and utilizing knowledge of our company's products and services to go off-script when necessary.
- Identify patient needs, learn and utilize the Caption platform for scheduling appointments, schedule new appointments, modify/cancel existing appointments, resolve complaints, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups, and recommend improvements for systems and processes to boost organizational efficiency.
- Memorize scripts for Caption Care services and refer to them during calls, building positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
- Meet daily qualitative and quantitative targets for call volume and achieve all objectives for service, productivity, and quality.
- Create and maintain a record of daily problems and remedial actions taken, using our call-center database.
- Leverage data and insights gathered by the call center to recommend and influence process improvements.
- Perform other duties as assigned.
Required Skills/Abilities
* Strong active listening and verbal communication skills.
- Proficiency in problem-solving.
- Expertise in conflict resolution.
- Ability to multitask and manage time effectively.
- Proficient with Microsoft 365 or similar software.
Preferred Qualifications
* 3-5 years' experience working in a call center or customer support role.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong analytical and critical thinking skills.
- Experience with customer relationship management (CRM) software.
Physical Requirements
* Prolonged periods of sitting at a desk and working on a computer.
Schedule/Hours
* 100% remote work arrangement from anywhere in the Continental US, with EST preferred.
- M-F shift is 8:00 PM through 4:30 AM, covering half 2nd shift and half 3rd shift.
- Training is on first shift.
Compensation and Benefits
* Competitive hourly rate: $22.00 - $23.00 per hour.
- Opportunity for career growth and professional development.
- Comprehensive benefits package, including health, dental, and vision insurance.
- Paid time off and holidays.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job