Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver outstanding support to patients through phone, email, chat, and SMS channels.

• Address patient inquiries concerning appointments, prescriptions, billing, subscriptions, and account management.

• Assist patients in navigating the telehealth experience with empathy, professionalism, and precision.

• Appropriately escalate clinical inquiries while maintaining patient trust.

• Collaborate with Clinical, Operations, Sales, and Patient Success teams to resolve intricate issues.

• Accurately document every interaction within our CRM and patient management systems.

• Proactively follow up to ensure that issues are fully resolved.

• Identify recurring patient challenges and offer suggestions to enhance processes.

• Achieve established KPIs, including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics.

• Represent the LumiMeds brand professionally in all patient interactions.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Service, Patient Support, or Customer Experience.

• Experience in providing remote customer support (via phone, chat, and email).

• Proficient English communication skills, both written and verbal.

• Strong problem-solving abilities and the capacity to remain composed under pressure.

• Highly organized with exceptional attention to detail.

• Ability to manage multiple conversations and priorities concurrently.

• Demonstrates strong empathy while maintaining efficiency and accountability.

• Familiarity with CRM systems like HubSpot, Salesforce, Zendesk, or similar platforms.

• Willingness to work during U.S. business hours.

• Self-motivated and capable of working independently in a remote setting.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development