Customer Service Representative
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Job description
About the Position
Customer Service Representative | Martinsville, VA and Mount Sterling, KY
About Us
Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.
Responsibilities
- Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers.
- Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.)
- Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.
- Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
- Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.
- Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.
- Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)
- Perform other related duties as assigned by managers.
Requirements
- High School diploma or equivalent.
- Minimum of 6 months experience in customer service via phone, email, or live chat.
- Healthcare experience is not required but is considered a plus.
- Startup experience is a plus.
- Ability to thrive in a fast-paced, dynamic environment with frequent changes.
- Open to working all shifts as needed by the business.
Qualifications
- Strong communication and interpersonal skills.
- Empathetic attitude with a positive and professional demeanor.
- Ability to handle challenging customer interactions calmly and effectively.
- Detail-oriented with strong organizational skills.
- Tech-savvy and comfortable using CRM and online support tools.
- Self-motivated and quick to adapt to new information and procedures.
We Offer
- $16 USD per hour
- Employee benefits (paid time off, 401K, and healthcare)
- Meditation app
- Referral program
- Paid training
- Continuous support
- Growth opportunities
About the Company
Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.
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Київ, Варшава (Польща), Гвадалахара (Мексика), Сан-Франциско (США)