Customer Service Representative managing patient accounts at OrthoCarolina. Responsible for answering calls, assisting patients, and processing insurance claims.
About the role
- Customer Experience Representative for PetScreening managing inbound and outbound communications. Engaging with customers via ZenDesk while working in a hybrid environment.
Responsibilities
- Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency
- Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time
- Meet customer experience department targets, both individually and as a team
- Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role
- Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company
- Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX
- Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character
- Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns
- Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations
- Participate in special projects as reasonably required in your role
- Contribute towards and participate in plans for team activities/meetings to create a positive work environment
- Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively
Requirements
- Excellent communication skills, including active listening and clear, professional articulation
- Quick learner of software platforms and programs; flexibility to shift protocols as required in a dynamic customer- and client-responsive environment
- Detail-oriented work ethic with strong time management skills; able to multitask, manage time, and prioritize projects successfully with little impact on qualitative and quantitative markers
- Positive growth mindset with the ability to solve problems in a fast-paced, dynamic environment; alleviate and de-escalate conflicts, and escalate tactfully as needed
- Ability to succeed individually and as a team member
- Positive and compassionate with the ability to have fun and connect on the team!
- Experience with customer service or public relations - 1-year minimum is preferred but not required
- Experience with Google Suite
- Project management experience is preferred but not required
Benefits
- Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
- Company sponsored Life Insurance and Short Term Disability.
- Optional Life Insurance and Long Term Disability Plans.
- 401(k) with 3% match regardless of employee contribution.
- Quarterly open enrollment.
- Paid time off accrual beginning first day of employment
- Paid holidays
- Optional remote work days
- Paid Family/Military/Bereavement leave
- Pet friendly office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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