Digital Customer Service Representative

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

📋 Description

• Deliver timely, professional, and compassionate responses through email, live chat, social media, and the company website.

• Tailor interactions to foster trust with both patients and providers.

• Achieve response-time targets for chat, email, and online reviews.

• Guarantee accurate, HIPAA-compliant, and solution-focused replies.

• Troubleshoot and address customer issues effectively.

• Work collaboratively with customer service representatives, pharmacists, and pharmacy technicians on intricate matters.

• Recognize recurring questions and propose process enhancements.

• Oversee, manage, and respond to online reviews.

• Monitor customer sentiment and track recurring feedback patterns.

• Evaluate chatbot interactions and identify shortcomings in AI responses.

• Suggest enhancements to chatbot precision, efficiency, and customer satisfaction.

• Update and improve the customer service knowledge base.

• Test and refine chatbot responses in collaboration with internal teams.

• Handle 50–60 chat interactions daily.

• Address 50–60 incoming email requests each day.

• Manage 5–10 review responses weekly.

⛳️ Requirements

• At least 1–2 years of experience in a customer service position, preferably within a digital call center or healthcare environment.

• Outstanding verbal and written communication abilities.

• Capability to manage high volumes of inbound and outbound communications in a professional and empathetic manner.

• Proficient in handling multiple inquiries concurrently across various digital platforms.

• Demonstrated ability to accurately document and manage detailed customer and patient information while multitasking.

• Familiarity with CRM systems, chat applications, and Microsoft Office programs including Word, Excel, and Outlook.

• Experience with AI tools such as ChatGPT, OpenAI, or DataAnnotationTech is preferred.

• Ability to meet response-time objectives: chat under 1 minute, email under 30 minutes, online reviews under 24 hours.

• Capacity to provide precise, HIPAA-compliant responses.

• Legal authorization to work in the United States.

• A quiet, dedicated workspace and reliable high-speed internet connection if working remotely is necessary.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision Options.

• Three medical plans customized to suit your needs.

• Dental and vision coverage available for you and your family.

• Paid time off including vacation and sick leave.

• Eight designated paid holidays.

• 401K with a dollar-for-dollar match up to 4%.

• Rewards & Recognition Program.

• Training programs to assist team members in achieving success.

• Performance recognition and rewards.