Greetings from Infinite Computer Solutions!!
We are hiring Customer Service Agent (Representative) Remote
Overview
The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general inquiries facing portal and web pages. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.
Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. A good CSR can determine the priority needs to determine when an immediate slot should be found or if a patient can come in based on the current schedule. Schedulers also manage cancelations, including a doctor who may need to reschedule a full day, finding the best alternatives for all involved.
Key Tasks
- Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
- Make outbound calls as necessary based on business needs and reminding them of upcoming appointments
- Resolve or escalate customer inquiries in a timely manner
- Encourage use of electronic communication with customers
- Liaise and coordinate with health care professionals about schedules, patients and any changes
- Resolve scheduling conflicts as they occur
- Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
- Follow SOPs and policies
- Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.
- Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
- Use frequently asked questions (FAQs) and help look up and provide information to inquiries
- Utilize departmental knowledge bases and training material to answer customer inquiries
- Maintain up-to-date knowledge of policies and procedures as applicable
- Adhere to published schedule according to attendance guidelines
- May be required to work some weekends and holidays
- Perform other duties as assigned
Internet Proficiency ( Job Description)
- Demonstrates basic internet navigation skills, including the ability to use web browsers, search for information, and complete online forms
- Able to access and navigate webbased systems, training platforms, and communication tools
- Comfortable using email, opening links, and managing attachments
- Capable of troubleshooting simple connectivity or browser issues (e.g., refreshing pages, switching tabs)
- Able to join and participate in virtual meetings using mobile or Laptop
- Shows readiness to learn new online tools, systems, and platforms as required for the role
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