Senior Customer Service Representative

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

📋 Description

• Deliver exceptional customer service to healthcare clients while enhancing customer satisfaction.

• Address customer inquiries, resolve issues, delegate tasks, and escalate matters when necessary.

• Follow up on pending tasks and actively communicate updates to clients.

• Record customer interactions and services performed in case management software.

• Manage complex issues and act as a customer service escalation point.

• Enter and oversee customer orders, rectify order line mistakes, and adjust quantities in ERP.

• Investigate order status and estimated time of arrival (ETA) requests with suppliers, distribution centers, transportation firms, and internal teams.

• Maintain customer backorder reports and process expedites and inter-branch transfer requests.

• Handle returns, credits, re-ships, return authorizations, call tags, and certificates of destruction.

• Identify and escalate recurring vendor, receiving, delivery, and supply disruption problems.

• Collaborate with customer service, purchasing support, finance operations, inventory control, and other cross-functional teams.

• Act as the primary contact for the customer service team, liaising with customers and vendors.

• Perform additional tasks as assigned.

⛳️ Requirements

• High School Diploma or GED.

• A minimum of 3 years of relevant experience in customer service, order management, or a related field.

• Customer Service certification is preferred.

• Strong interpersonal skills with a customer service focus.

• Ability to excel in a matrix organizational structure.

• Excellent verbal and written communication skills.

• Effective planning, organizational, and recordkeeping abilities.

• Capability to work independently and collaboratively to resolve issues and find solutions.

• Strong follow-up skills.

• Proficient in MS Office.

• Ability to quickly learn and operate ERP and CRM systems.

• Experience with Salesforce.com is preferred.

• Critical thinking skills for identifying suitable problem resolutions.

• Awareness of cross-functional operations and the ability to classify and prioritize customer issues and concerns.

• Familiarity with the healthcare industry is preferred.

• Flexibility to work various shifts occasionally.

🏝️ Benefits

• Comprehensive healthcare coverage, including medical, dental, and vision plans starting from day one for full-time employees.

• Educational support for eligible employees enrolled in an accredited collegiate program.

• Employer-paid life insurance and disability coverage.

• Optional supplemental life, hospitalization, critical illness, and other insurance programs.

• Adoption support.

• Fertility benefits included in the medical plan.

• Parental leave.

• Health Savings Account (HSA).

• 401(k) retirement plan.

• Paid holidays, vacation days, personal days, sick leave, short-term leave, parental leave, and various other types of paid leave.

• Teammate Assistance Program (TAP).

• Calm Health services.

• Cancer Resource Services.

• Discount programs available at no cost.