Customer Service

Position Title

Customer Service

1101 Greenwood Boulevard, Lake Mary, FL

05 Months

Representative I, VAD Customer Service are a direct connection between our customers, patients, and company. Agents play a critical role in developing relationships, providing support, and facilitating a best-in-class customer service experience during all customer interactions internal and external.

Customer Service phone agent to receive inbound calls from customers for supply orders or additional questions and perform outbound calls to the customer.

This role is a Customer Service role as well and includes some technical support on equipment. Knowledge of Apple products is a plus.

Time management, professional communication with good phone etiquette, detail, and team-oriented

Interview process:
Video Interview via Teams Messenger.

Someone that will handle the customer supply order calls, make outbound calls for customer follow-ups, maintain customer records, and follow work instructions.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Receive inbound calls from customers for supply orders or customer support
• Responsible for sustaining call center expectations
• Maintain patient records and verifies account accuracy
• Responsible for maintaining patient reorder compliance cases
• Responsible for achieving and maintaining department KPIs
• Completes cases and activities per department standards
• Maintains patient records and verifies account accuracy
• Actively participates in and attends department meetings
• Communicates prescription revision request to clinic support teams
• Contacts referrals to complete new patient welcome calls
• Coordinates customer returns
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements

• High School diploma or equivalent
• Minimum of one year of Customer Service experience
• Communicate clearly and concisely, both in writing and verbally with others in a professional manner
• Strong computer skills, proficiency navigating multiple websites and platforms
• Knowledge of apple and android devices
• Proficient with Microsoft office programs;
  Outlook, PowerPoint, and Excel
• Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks

• 2-3 years working in a call center environment-any previous Tech Support is a big plus
• Associate degree or equivalent work history
• Bilingual-English/Spanish a plus, but not required
• Some data processing experience preferred
• Capability of typing 40 wpm

• Must be able to work at a computer workstation for extended periods of time
• Excellent interpersonal and phone etiquette skills
• Detail & Team Oriented
• Professional communication Skills
• Time Management Skills