Customer Support Rep

Department Overview

The mission of the Customer Service Division is to provide exceptional personalized service to all of our customers every time they contact us. This is achieved by the courteous, accurate and efficient manner that our associates handle questions and issues from our customers. The Customer Service Division upholds our reputation as the "Caring Company" through the professionalism and dedication that each call center associate displays in their daily effort to improve the quality of our service to our customers.

Please view the following video for a realistic job preview of the Customer Support Representative I position.

This is a training position designed to prepare incumbents for contact with customers in the Customer Service Call Center. Associates will progress through a series of training modules, including lecture, role-play, and computer-based instruction. Finally, associates will respond to live calls under supervision of a trainer or mentor. Associates must meet performance criteria for each training module in succession.

Upon successful completion of the training program, the associate is eligible for placement in the Customer Support Representative I position. The associate will be responsible for providing efficient, prompt, and professional service to customers on inquiries received. The associate will work a predetermined schedule, including set lunches and breaks to ensure appropriate staff is available to assist customers. This position requires the usage of proper grammar and articulation.

Also required is using a keyboard to effectively interface with the system ensuring customer contacts are documented immediately.

• Experience in a position using a keyboard and/or personal computer
• Demonstrated experience communicating effectively in order to interact with customers
• Experience in a position understanding and interpreting complex oral and written directions
• Experience in a position multi-tasking and organizing work responsibilities
• Experience with medical terminology, ICD-10, and/or CPT coding preferred
• Experience in a corporate or office setting preferred
• Experience in a clinical setting (i.e. physician's office, clinic, hospital, home health) preferred
• Bachelor's degree preferred

You do not have to be an expert to be part of our team. We are not a scripted call center. No two members, problems, or resolution journeys are the same. Sometimes you will not know the right answer, but we are looking for someone who is always up for the challenge. As long as you bring the passion for customer service, problem solving and commitment to serve others, we will invest in you to take care of the rest.

We will provide fun, thorough and paid training that will teach you everything you need to know to feel confident handling customer issues with a team of support by the side.

After successfully completing the training program, you will have the opportunity to progress through our career pathways in as little as 18 months. So come grow with us!

Additional incentive opportunities will be available after completion of training. The location expectation is for this position to be primarily hosted onsite at our Birmingham corporate office with some hybrid flexibility. Opportunities for full‑time remote work can become available as you progress through career pathway.

The work location for this position will be hybrid (onsite/remote). However, the primary expectation is for training to be completed onsite at our corporate office in Hoover, Alabama. Training will last approximately 20 weeks. Once training is complete associates will be expected to work in the office up to 3 business days per week.

During the training program, the associate will work a predetermined schedule Monday through Friday from 8:00am - 4:45pm, including set lunches and breaks. Our call center hours are Monday through Friday from 7:00am - 6:00pm. Upon completion of your training, schedules are based on operational needs and awarded based on attendance and performance.

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