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Lead Customer Care Rep- REMOTE

72% Flex
Full Remote
Full time
  • Remote from:United States

Lead Customer Care Rep- REMOTE

72% Flex
Remote: Full Remote
Contract: Full time
Work from: United States

Offer summary

Key responsabilities:

  • Lead and oversee all Customer Care tasks such as resolving patient orders, backorders, cancellations, and returns
  • Provide exceptional customer service to clinical staff, Distributino Centers, and patients
  • Assist in training new employees and reviewing work for accuracy
  • Handle calls and emails, maintain customer care records, and collaborate with warehouse for order fulfillment
RestorixHealth logo
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1001 - 5000 Employees

Job description

Logo JobgetherYour missions
The Lead Customer Care Representative is responsible for leading all Customer Care tasks. Customer care tasks include helping to resolve patient orders of product shipments, backorders, credits, cancels, returns, etc. The Lead rep will provide excellent customer service support with enthusiasm, empathy, and attention to detail. Train new employees and double-check work. Excellent customer service in supporting the Clinical staff and the Distribution Centers with patient orders.

What We Offer:
  • Monday - Friday schedule, no weekends
  • RestorixHealth is proud to provide employees with a comprehensive and attractive benefits program which includes the following:
  • Medical, Dental and Vision Insurance
  • Health Savings Account (with employer match) and Flexible Spending Accounts (General Purpose, Limited Purpose and Dependent Care)
  • Employer-Paid Basic Life Insurance, AD&D and Short-Term Disability
  • Voluntary Buy-Up Life Insurance (for self, spouse & children), Short-Term Disability and Long-Term Disability
  • Voluntary Accident, Critical Illness and Hospital Indemnity Plans
  • Employee Assistance Program
  • Pet Care Discount Program
  • Generous Paid Time Off and Paid Holidays
  • 401(k) Retirement Plan (with employer match)
  • Internal ongoing educational/training opportunities
  • Competitive compensation
  • Continuous coaching & mentorship
Primary Responsibilities:
  • Receive calls and emails from facilities and field staff
  • Maintain the customer care folder for corrections, credits, and cancellations
  • Maintain the department’s daily logs, including the FedEx shipping exception log
  • Assesses and interprets customer needs by answering questions about products or services, as well as suggesting information about customer needs and requirements
  • Work closely with the warehouse distributions centers for order fulfillment
  • Review patient complaints about service and products. Escalate to Chief Complaint Officer.
  • Proficient in Microsoft Office Word, Excel, and software programs, including CRM
  • Assist in training new employees and cross-trained with other departments
  • Assist the Order Processing team in processing patient orders as needed
  • Motivating the Customer Care team to meet KPI goals
  • Must be able to perform in a high-paced environment
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Required profile

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Spoken language(s)
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Hard Skills
Soft Skills
  • Excellent communication skills with empathy and attention to detail
  • Ability to work efficiently in a fast-paced environment
  • Motivate the Customer Care team to achieve key performance indicator goals
  • Capacity for ongoing learning and coaching

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