Customer Service Coordinators | Philippines

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking Customer Service Coordinators to join our team in the Philippines.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

Job overview:

The Customer Service Coordinator provides support with and resolution of external and internal

inquiries that allow our consumers and caregivers to effortlessly access their multi-faceted

Regional Center services. Adheres to ownership of specific communication channels and systems

set forth by the Program Manager, while maintaining response time standards specific to those

channels and systems.

The Customer Service Coordinator’s main duties and responsibilities focus on management of phone, email and system maintenance (inbound and outbound), and coordinating with team members to provide timely and accurate responses to inquiries. Adheres to the Company culture by communicating openly and maintaining a positive outlook.

What you'll do:

• Provide coordination of multi-faceted services for Regional Center consumers. Adheres to specific, measurable, attainable, realistic and timely goals set by the Program Manager
• Manage inbound phone lines and respond to inbound inquiries.
• Manage inbound email communications from the office’s general inbound email distributions.
• Assign action items and tasks to applicable team members that arise from inbound communications.
• Collaborate with office team to resolve inbound inquiries.
• Coordinate with outbound communication projects and response management as assigned by Program Manager.
• Assist with office and division projects to help with process improvements.
• Report and help manage consumer and provider issues including but not limited to Special Incident Reports (SIR) to Regional Centers as needed.
• Facilitate program preparation functions including but not limited to necessary documentation for services.
• Respond to and complete support tasks assigned from internal team members.
• Prioritize phone cue- handling incoming calls to resolution.
• Collaborate with team members on call resolutions and transfers/follow ups.
• Responsible for office email management and task distribution to team members..
• Manage and collaborate with team to resolve inbound tasks and cases created by DS support teams.
• Manage office inbound and outbound mail distribution.
• Update and Maintain Provider/Client information in relevant systems.
• Review and Forward Regional Center documentation.
• Coordinate mass email/text campaigns and handle responses.
• Assist with general office responsibilities as needed.
• Saving employee files and employee file maintenance.
• Run background checks and send Provider welcome packets.
• Monitor, maintain and process aging referral cases.
• Maintain consumer and provider documentation according to Regional Center and company standards.
• Successfully problem solves, prioritizes tasks and meets deadlines in a fast-paced work environment.
• Communicates effectively with team members and cross functional departments.
• Assists with resolving billing, payroll and enrollment issue related to new and existing cases.
• Maintains and updates consumer and employee files in electronic case management system.
• Abides by HIPAA and secures all protected health information.
• Adheres to company policies and procedures.

We're looking for individuals with these skills:

• Communication: Develops relationships, presents ideas and expresses them clearly. Ability to build rapport and communicate effectively with individuals with developmental disabilities.
• Problem Solving: Identifies problems and creates solutions through logic reasoning.
• Planning and organizing: Prioritizes and stays organized in a fast paced environment.
• Attention to detail: Precision and accuracy when dealing with critical information or documents.
• Analytical and Good judgment.
• Time Management: Ability to meet time sensitive deadlines.

Additional qualifications:

• Bachelor’s degree in Business Administration or related field (preferred).
• 1 year of customer service experience, preferably in healthcare or related field.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office; Word; Excel; Outlook.