Customer Service Representative II

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

📋 Description

• Actively engage with customers through both inbound and outbound outreach to assess their pain points, sentiment, and overall experience.

• Develop and enhance customer relationships through regular check-ins and consultative discussions that foster value and retention.

• Address inquiries via phone, email, and chat with professionalism, timeliness, and precision.

• Inform customers about services and tools, and lead onboarding sessions and educational webinars.

• Recognize trends in customer feedback and record or escalate issues, system concerns, or service deficiencies.

• Resolve and document service-related problems in accordance with internal standard operating procedures while adhering to service level agreements.

• Ensure that customer data is complete and accurate within CRM systems.

• Contribute to process enhancements and the implementation of new procedures, systems, and features.

• Create and distribute internal and external reports that support business operations and performance metrics.

• Collaborate with teams across Customer Success, Operations, Technical Support, Product Management, Sales, and Finance.

• Aid in the onboarding and mentorship of new Customer Service Representatives.

• Support customer satisfaction and retention initiatives within the Healthcare Technology Division.

⛳️ Requirements

• High school diploma or GED is required.

• 2–3 years of experience in customer service is essential.

• Experience in healthcare, technology, education, or other regulated, high-volume settings is preferred.

• Excellent verbal and written communication skills are a must.

• Proficiency in CRM systems, with Salesforce being preferred.

• Strong skills in Microsoft Office Suite are required.

• Ability to maintain accurate and compliant customer records is crucial.

• High attention to detail and exceptional organizational skills are necessary.

• Capability to multitask in a fast-paced, client-focused environment is important.

• Strong problem-solving and issue-resolution skills, including the ability to troubleshoot independently and escalate appropriately.

• Professionalism, confidentiality, adaptability, and a collaborative approach are essential.

• A commitment to continuous improvement and team success is expected.

• Availability during operational hours of Monday–Friday, 8 a.m.–8 p.m. EST is required.

• Ability to meet physical requirements, including sitting for up to 8 hours a day and occasionally lifting up to 15 lbs.

🏝️ Benefits

• Personal and Sick Paid Time Off.

• 401k with a highly competitive match.

• 11 Paid Holidays.

• Medical/Dental and Vision coverage.

• Group Life Insurance.

• HSA/FSA options.

• Employee Assistance Program.

• Educational Assistance Program.

• Ongoing training provided by the internal learning and development team.

• Monthly appreciation events.

• Opportunities for career advancement.