The Customer Support Representative handles inbound and outbound calls and emails to provide healthcare-related information to customers. This role requires the ability to manage multiple tasks, utilize various computer applications, and adhere to standard operating procedures while demonstrating problem-solving skills and empathy. The position supports customer inquiries using a database to retrieve information and works within a team environment to ensure quality service.

Key Responsibilities:

• Respond promptly and professionally to inbound and outbound calls and emails, providing accurate and comprehensive information.
• Utilize databases and software applications to access and retrieve customer and company information.
• Demonstrate patience, tact, empathy, and effective problem-solving skills in all interactions.
• Multitask efficiently between customer calls, emails, and different software platforms.
• Follow detailed standard operating procedures (SOPs) and recognize when to escalate issues.
• Maintain high standards of accuracy and organization in handling customer inquiries.
• Meet and exceed performance metrics, including achieving at least 80% on all training assessments.
• Collaborate effectively within a team environment to support shared goals and customer satisfaction.

Required Qualifications:

• Bachelor’s degree or 4-year equivalent college degree.
• 3-5 years of customer support or related experience.
• Proficiency in MS Office Suite (Excel, Outlook, Word, Teams).
• Demonstrated ability to multitask, think critically, and solve problems effectively.
• Strong communication and organizational skills.

Preferred Qualifications:

• Experience with SAP or other ERP systems.
• Background in the healthcare industry.

Top Skills:

1. Problem-solving and critical thinking abilities.
2. Multitasking across platforms, including transitioning between customer calls and emails.
3. Basic computing skills with proficiency in Windows and MS applications.
4. Ability to follow SOPs while recognizing when to ask for assistance.
5. Team-oriented mindset with an understanding of workplace culture.