Customer Service Representative at SMDigital

We are looking for highly motivated and hard-working candidates to fill the Full-Time position of Customer Service Representative for our Healthcare Account.

The CSR position is a crucial role in our organization as business needs change quickly — In this role, you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding the strategic
operations for the company.

As a Customer Service Representative, you will help us accelerate our culture through customer interactions. In this position, you will draw on your experience to provide top-of-the-line service to our customers. An intake specialist’s primary duty is to gather specific information. This position will also service inbound calls, outbound calls, emails, and chats from our customers. This position will also assist our clinical staff in gathering and collecting all necessary information from our customers in a timely manner to ensure that deadlines are met. You will need to be an agile thinker and able to work in an environment that is in flux.

What You Will Do:

• Answer inbound phone calls.
• Provide exemplary customer service with every interaction.
• Provide resolution on the first interaction with the caller.
• Deliver quality results with every interaction in a timely manner.
• Collect and gather all necessary information for clinical review.
• You will be cross-trained with other communication platforms (outbound calls, chats, emails) if needed.
• Must have a strong sense of self-awareness, willingness to learn, and accept coaching to improve
• Must have empathy for others and the ability to build rapport. Thrive in a fast-paced environment, and are willing to jump in and help other team members.

Your Competencies:

• Strong communication skills, able to take unstructured information and structure it
• Ability to work cross-functionally across remote teams.
• Kind, Patient, and Caring in even the most stressful situations.
• Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution.
• Ability to navigate and use multiple systems to compile needed information in a timely manner.
• Skilled in problem-solving and delivering quality results.
• Excellent interpersonal skills, oral and written communication skills.
• Ability to meet established performance targets for quality and volume completed hourly, daily, weekly, and monthly.
• Flexibility and agility; works well in ambiguous situations and has, a clear understanding of an early-stage startup environment.
• Performs other duties as assigned by Management.

Your Background:

• Experience in a Call Center/Customer Service environment: 3 years (Preferred)
• Healthcare experience a plus
• Proficient in the use of computers in daily function
• Exceptional customer service, active listening, and verbal/communication skills, professional voice
• Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
• Willing to work on shifting schedules
• Strong time management
• Adaptability and accountability
• Ability to multi-task and work in a fast-paced environment
  
  

Home Office Requirements:

• Stable internet connection with at least 50 Mbps postpaid (must provide a screenshot of a speed test)
• Computer (at least 16GB RAM and Intel i5 core processor equivalent or up)
• Noise Cancelling Headset
• Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
• Dual Monitor

Benefits:

• Monthly Company Bonus Program
• Paid Vacation Leave
• Holiday Bonus

Required for consideration:

• Screenshot of your present ISP speed results via speedtest.net.
• Screenshot of your computer/laptop specs.