Customer Service Associate handling inbound patient calls for scheduling appointments at a leading vision care provider. Delivering excellent customer service and supporting clinic operations.
About the role
- Customer Care Specialist II managing high volume client interactions across calls, emails, and SMS. Requires living in Arizona with a remote work flexibility.
Responsibilities
- Proficient in all knowledge base requirements
- Manage high volume of inbound calls, emails and SMS
- Identify client needs, research issue and provide solutions and/or alternatives
- Meet and/or exceed quality guidelines and key performance criteria
- Work across the organization as needed to resolve client requests
- Effectively communicate how to use any of our customer facing tools
- Perform other task and duties as requested by management
- Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data
Requirements
- High School Diploma/GED and 3 years’ experience in a related field
- OR any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience
- OR 5 years’ experience in a related field
- Working knowledge and proficiency with Microsoft Office products
- Must have flexibility to work evenings, weekends, holidays as required
- Ability to handle multiple projects/tasks at a time
- Excellent oral and written communications skills, particularly in a phone, email or chat context
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment
- Demonstrated experience being a customer-focused, service-oriented professional
Benefits
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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