Key Facts

Remote From:

Ireland

Category: Customer Service Representative (B2B)

Full time

Junior (1-2 years)

English

Hard Skills

Customer Retention Account Management Outbound Calls Product Knowledge Escalation Management Call Center Experience Hl7 V2 Natural Language Processing (NLP) Artificial Intelligence Health Data Standards +1 more

Other Skills

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Customer Service
•
Willingness To Learn
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Empathy
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Patience
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Active Listening
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Detail Oriented
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Multitasking
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Teamwork
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Professionalism

Roles & Responsibilities

1+ year minimum of customer service experience
Fluent in English (verbal and written) plus proficiency in another EU language
Excellent communication skills and professional, polite demeanor
Strong attention to detail with follow-up skills and ability to multi-task; PC proficiency with MS Word, Excel and Outlook; ability to work independently and as part of a team

Requirements:

Answer inquiries from existing and future eFax customers via phone and email on topics including login issues, account changes/setup, technical troubleshooting, cancellations, product plans, and billing inquiries
Verify newly signed-up accounts for activation in compliance with geo-compliance regulations
Retain existing customers and handle cancellation requests; escalate issues as needed
Maintain knowledge of products, services, policies, and procedures; document interactions and report on calls in company systems

Consensus Cloud Solutions

About Consensus Cloud Solutions

The new Consensus Cloud Solutions, Inc. (NASDAQ: CCSI) started as a secure, digital cloud faxing solution over 20 years ago and has grown to be the global leader of interoperable digital cloud technology. The company leverages its technology heritage to move from simple digital documents to advanced healthcare standard HL7/FHIR for HIPAA-secure data transport as well as Natural Language Processing (NLP) and AI to convert unstructured documents to meaningful structured data. The company’s interoperability suite of solutions offers a unified digital environment that optimizes workflows, provides real-time event notifications, on-demand patient query, direct secure messaging, universal APIs, electronic signature and eFax HITRUST CSF® Certified digital cloud faxing. Visit consensus.com.

Company type: SME

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

Job description

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.

Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.

Consensus leads the industry in data exchange solutions and we’re only getting started! With exciting new initiatives on the horizon, we are continuing our strategic expansion and we are looking to add to our diverse team of innovators.

Now is the ideal time to join us in our mission to solve healthcare’s biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.

How you will impact the organization…

We are looking for someone who will provide an excellent customer experience to all of our customers. Enthusiasm, passion and energy are critical attributes for the position. Prior experience in a call center environment is not required, but customer service background and experience is essential.

The successful candidate will be responsible for dealing with existing and future eFax customers and will answer inquiries by phone and e-mail on topics such as login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support.

The value you will deliver…

Verify newly signed up accounts to activate based on compliance with geo-compliance regulations.
Ensure that an amazing customer service is provided and escalate any issues or complaints.
Responsible for retaining existing customers that are calling/emailing to cancel their service.
Communicate and follow up with customers regarding their account inquiries raised.
Develop & maintain knowledge of the company’s products, services, policies and procedures.
Contact customers from time to time to collect payment or update their payment methods.
Report accurately on calls inbound & outbound, log and track details on company systems.
Ability to learn and utilize information to assist and help you solve customer problems.
Provide regular feedback (suggestions and improvements) to the team supervisor.
The candidate must be fluent (verbal and written) in English + another EU language
Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

1+ year minimum of customer service experience
Excellent communication skills (oral and written) in both English (Fluent) + another EU language
Must be enthusiastic, friendly, professional, polite, and have a great attitude.
Strong attention to detail, follow up skills and ability to multi-task.
PC proficiency; Knowledge of MS Word, Excel and Outlook.
Ability to work both independently and as part of a team.

You will stand out if you also have…

Call Center Experience.
Great soft skills – empathy, patience, being calm, positive, active listener etc.

Additional details…

Location requirements: Fully remote within Ireland.
Travel requirements: Up to 10% travel.
Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
Technology Requirements: Must have reliable internet (partial reimbursement is available) .
Eligible for sponsorship: No.
Ability to work the required shift 12:00pm - 9:00pm GMT Monday Thru Friday

We are not accepting agency submissions for this role.

To learn more about us visit consensus.com

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