Customer Support Representative

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

📋 Description

• Act as the primary contact for clients using Wellcove’s EVV and Facility platforms, promptly addressing inquiries and resolving issues.

• Support claimants, caregivers, home care agencies, and facilities with ongoing questions related to the EVV and Facility platforms.

• Offer training and support to clients on the functionalities of EVV and Facility platforms, tools, and processes.

• Accurately gather necessary information from clients and log data in Wellcove’s platforms/systems.

• Maintain well-organized documentation of all client interactions, training sessions, and compliance efforts.

• Deliver exceptional customer service through phone and email, showcasing professionalism, empathy, urgency, and a genuine desire to assist.

• Efficiently process caller requests in Wellcove’s proprietary system and escalate issues as needed.

• Adhere to customer support goals and performance metrics.

• Utilize process resources effectively to build a knowledge base, ensuring the provision of accurate information and error-free handling of requests.

⛳️ Requirements

• Bachelor’s Degree, or a relevant combination of education, training, and experience is preferred.

• High School diploma or GED is required.

• Strong computer skills, particularly in Microsoft Office applications.

• Responsible and capable of working independently and remotely.

• Exhibits a positive 'can do' attitude with a customer-first approach.

• Excellent communication abilities, appropriate etiquette, strong phone manners, and the capacity to engage with a diverse range of personalities, demonstrating a high proficiency in the English language both orally and in writing.

• Openness to learning new tasks and technology-related skills as necessary.

• Ability to effectively manage multiple tasks simultaneously.

• Team-oriented with a collaborative spirit.

• Must be able to pass a background check and drug screening (including marijuana).

• Ability to provide responses from three professional references.

• Must have a dedicated remote work environment free from background distractions, interruptions, and clutter.

• Must possess reliable internet access and a smart phone.

🏝️ Benefits

• N/A