Customer Svc Rep Full Time

Summary:

Santa Rosa Medical Group is hiring a Customer Service Representative to handle customer inquiries, resolve issues, and provide a positive service experience across multiple communication channels. This remote role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns.

Responsibilities:

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring courteous and professional interactions.
• Handles inbound calls from internal and external customers, creating service cases and documenting all interactions accurately.
• Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
• Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies.
• Accurately updates and maintains customer records and case notes in the system.
• Works collaboratively with internal departments to escalate and resolve complex issues.
• Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
• Meets and maintains productivity and service quality standards.
• Performs other duties as assigned.
• Complies with all policies and standards.

Requirements:

• H.S. Diploma or GED required.
• Associate Degree or coursework in Business, Communications, or a related field preferred.
• 1-2 years of experience in customer service, call center, or administrative support required.
• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, and willingness to learn enterprise-wide (ERP) systems such as Oracle.
• Strong verbal and written communication skills.
• Ability to handle high call volumes and multi-task across different customer service platforms.
• Strong problem-solving skills with the ability to resolve customer concerns efficiently.
• Proficiency in customer service software, CRM systems, and Microsoft Office applications.
• Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.
• Strong attention to detail in data entry, documentation, and customer interactions.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Certified Customer Experience Professional preferred.

Tagged as: Call Center, Customer Service, Problem Solving, Santa Rosa Medical Group, United States