Customer Svc Rep

Customer Service Representative – Northwest Health – LaPorte Group

As a Customer Service Rep at Northwest Health – LaPorte Group you’ll join a team and be a part of a culture that's dedicated to providing top quality care to our patients. Our full-time employees enjoy a robust benefits package which may include health insurance, 401(k), licensure/certification reimbursement, tuition reimbursement, and student loan assistance for eligible roles.

The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.

• Respond to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.
• Handle inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.
• Demonstrate empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
• Research and resolve customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
• Accurately update and maintain customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
• Work collaboratively with internal departments to upscale and resolve complex issues, ensuring a seamless customer experience.
• Provide appropriate solutions and alternatives within service time frames, following up to ensure issue resolution and customer satisfaction.
• Meet and maintain productivity and service quality standards, ensuring efficiency in handling customer interactions.
• Perform other duties as assigned.
• Maintain regular and reliable attendance.
• Comply with all policies and standards.

• Associate Degree or coursework in Business, Communications, or related field preferred.
• 1-2 years of experience in customer service, call center, or administrative support required.

• Working knowledge of Google Suite, Service Now or similar ticketing platform, soft phone software, willingness to learn ERP such as Oracle or similar.
• Strong verbal and written communication skills, ensuring clear and professional interactions.
• Ability to handle high call volumes and multi-task across customer service platforms.
• Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.
• Proficiency in customer service software, CRM systems, and Microsoft Office applications.
• Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.
• Strong attention to detail in data entry, documentation, and customer interactions.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.

Entry level

Full-time

Other

Hospitals and Health Care