Customer Care Representative - Remote - Work From Home

What Customer Operations Support contributes to The Hiring Company.

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

Qualifications:

• Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA
• Prior experience working with order placement systems and tools preferred
• Previous experience working in a remote/work from home setting is preferred
• Customer service experience preferred
• Root cause analysis experience preferred
• Familiarity with call-center phone systems preferred
• Prior experience working with Microsoft Office is preferred
• Excellent Phone Skills with a focus on quality
• 2-4 years experience in high volume call center preferred where communication and active listening skills have been utilized
• High school diploma, GED or equivalent, or equivalent work experience, preferred

Responsibilities in this Role:

The Customer Care Specialist operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle. Ultimately, qualified candidates, will be responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately ~60-80 incoming calls per day.

• Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
• Explain our products and offerings to our customers to ensure compatible with customer conditions
• Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
• Operate company provided hardware and navigate multiple computer programs throughout the day to address customer's concerns
• Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
• Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
• Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
• Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
• Consults with Supervisor or Team Lead on complex and unusual problems
• Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times
• Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker

SHIFT:Your new hire training will take place Monday-Friday, 8:30am-5pm EST, mandatory attendance is required. Once you have completed new hire training, you will take part in a shift bid to determine your schedule.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am-9pm EST Mon-Fri and 9am-3pm EST Sat. Agents assigned a shift with a Saturday workday will receive a shift differential of $1/hr. Agents assigned a shift that ends at or after 8pm, will receive a shift differential of $2/hr.

In addition, based on seasonal fluctuations in volume, there are times throughout the year where overtime is mandated.

REMOTE DETAILS:You will work from home, full-time.

As a work from home employee, the expectation is that you have your camera on when participating in your onboarding/training activities. Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date. You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet.

Internet requirements include the following:

Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable.

• If having connectivity issues and our IT dept. suspects connectivity issues are due to your ISP or your current set up, we will request that you change providers or rework your set up to not disrupt your daily productivity.

Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.

Upload speed of (10Mbps – Recommended)

Ping Rate Maximum of 30ms (milliseconds)

Hardwired to the router

Surge protector with Network Line Protection for CAH issued equipment

WHO WE ARE:The Hiring Company is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees and operations in more than 40 countries, The Hiring Company seizes the opportunity to address healthcare’s most complicated challenges — now, and in the future.

BENEFITS:

• 23 days of Paid Time off after 90-day probation period
• 401K match program starting Day 1
• Paid parental leave
• Work-Life resources
• Medical, Dental and Vision coverage starting Day 1
• Health savings account (HSA) & Flexible spending accounts (FSAs)
• Healthy lifestyle programs

Anticipated salary range:$16.75/hr - $21.84/hr

Bonus eligible:No

Benefits:Health insurance, 401k Contributions, Paid Time Off, Vacation, STD/LTD

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.