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Summary:
The Customer Service Representative I (CSR) is an integral part of Knipper HEALTH’s Contact Center team, responsible for managing customer relationships, handling inquiries, and ensuring customer satisfaction. This full-time, remote position requires candidates to have strong communication and customer service skills, with prior experience in a customer-focused role.
Responsibilities:
- Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives).
- Respond to immediate customer questions, requests, concerns, and needs.
- Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat.
- Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution.
- Escalate issues according to department protocol.
- Share feedback and assist management in enhancing the programs in order to provide the best customer service.
- Maintain accurate data in systems, and update as necessary.
- Utilize work-flows and scripting materials to inquire and help identify barriers with customers.
Requirements:
- High school diploma/GED or equivalent combination of education and experience.
- One (1) year of work experience in a customer service or customer-focused role.
- Experience in a medical or pharmaceutical environment preferred.
- Ability to provide consistently high-quality customer service required.
- Excellent written and oral communication skills with a high level of professionalism.
- Excellent interpersonal, organizational, and active listening skills, with an ability to create customer relationships.
- Extensive keyboarding, switching from multiple applications, and use of phone.
- Excellent computer skills required, including strong Microsoft Excel capabilities.
Benefits:
- Equal opportunity employer.
