Job Title: Customer Service Representative, Tier 1
Location: Franklin, TN
Department: Customer Service
Status: Full-time, non-exempt
Reports To: Manager of Customer Support and Quality Improvement
This job description is intended to be a general statement about this job and is not to be considered a detailed assignment. It may be modified to adjust for necessary changes.
Job Summary
Our company values excellent Customer Service and our goal is to build client loyalty by being consistently reliable, communicating effectively, while being empathetic.
Our growing Customer Service department is looking for a skilled problem solver to join our team as a Customer Service Representative. We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem.
The successful candidate for this role will have a strong command of the company’s customer service policies, be well versed in research techniques and be well-trained in product process knowledge, which is critical for offering quick and accurate assistance to customers. They will also thrive in a fast-paced, growth oriented, environment.
The Customer Service Representative will demonstrate they are culturally aligned with BACTES, by displaying and working within the values of Servant Leadership, Family, BACTES People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do.
Essential Job Functions
- Maintain highest level of confidentiality and compliance (HIPAA)
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
- Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns
- Place outbound calls as needed for follow up and resolution.
- Respond to written communication (from internal and external sources) in a professional manner.
- Update customer information in the customer service database during each call
- Work with the leadership team to stay updated on product knowledge, internal processes and be informed of any changes in company/departmental policies
- Collaborate on and contribute to additional tasks assigned by management.
Minimum Qualifications
- High school diploma/GED required (Associate degree in a business-related field preferred)
- Excellent verbal and written communication skills
- Investigative and research based skills
- Excellent attendance and punctuality
- Computer Skills: Intermediate knowledge of Microsoft Outlook, Word, and Excel
- Typing Skills (at least 30 WPM)
- 1 year of Customer Service experience
- Proven track record of meeting or exceeding performance metrics
- Time management skills
Physical Requirements
- Ability to sit at a workstation, wearing a headset for extended periods of time
- Physical ability to lift and carry 25 lbs. of materials
- Manual dexterity and strength sufficient enough to enter information via computer keyboard for long periods of time, to write notes and information needed, and to pick up and hold paperwork, supplies and other items.
- Eyesight sufficient to effectively read documents and to accurately view information on a computer monitor
- Speaking and hearing ability sufficient to effectively communicate.
- Eye/hand coordination, hearing and visual acuity necessary for day to day tasks
Working Conditions
- The work environments involve everyday risks or discomforts which will require normal safety precautions typical of an office/clinical setting.
Compensation Package
- Based on experience
- Health Insurance
- Dental Insurance
- 401k plan
- All business – related expenses will be reimbursed through our expense report process
HIPAA/Compliance
- Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
- Comply with all regulations regarding corporate integrity and security obligations
- Report unethical, fraudulent or unlawful behavior or activity
- Maintain current and yearly HIPAA certification.
Acknowledgement
Sharecare, Inc. and BACTES are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.