About Infinite:
Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.
With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.
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 issues 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.
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
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