Customer Service Representative

Consensus Cloud Solutions

1d•$18 - $28•Remote

About The Position

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care. Consensus leads the industry in data exchange solutions and is strategically expanding. The company is looking for someone who will provide an excellent customer experience to all of our customers. Enthusiasm, passion, energy and self-motivation are critical attributes for the position. Prior experience in a call center environment is not required, but customer service background and experience is essential. The successful candidate will be responsible for dealing with existing and future customers to answer inquiries by phone and e-mail on topics such as login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support.

Requirements

Candidate needs to be U.S native citizen with security clearance as they will be required to support VA/FED customers.
1+ year of experience in a customer service environment.
Required to work the specified shift pattern: Tuesday- Saturday: Tuesday- Thursday 8:30pm-5:00am PST, Friday: 6pm- 2:30am PST, Saturday: 3pm-11:30pm PST.
Must be fluent in English, both verbal and written.
Excellent communication skills (oral and written).
Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitude.
Strong soft skills, including empathy, patience, a calm disposition, positivity, and active listening.
PC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc)
Proven experience in a customer service environment is essential.
Exceptional communication skills, both written and verbal.
Demonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listening.
Must be enthusiastic, friendly, professional, and polite, with an excellent attitude.
Strong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-task.
PC proficiency, with working knowledge of MS Word, Excel, and Outlook.
Ability to contribute effectively as part of a team while also being capable of independent work.
Ability to achieve and maintain a security clearance with the U.S. Government is required.

Nice To Haves

Strong Customer Service Background/Experience
Call center experience

Responsibilities

Efficiently and professionally support customers via phone and email, ensuring accuracy in all interactions.
Provide exceptional customer service and promptly escalate any complex issues or complaints.
Focus on retaining existing customers who contact us to cancel their service.
Communicate with customers regarding account inquiries and ensure timely follow-up.
Maintain and develop in-depth knowledge of the company's products, services, policies, and procedures.
Periodically contact customers to facilitate payment collection or update payment methods.
Accurately report on all inbound and outbound calls, logging and tracking details within company systems.
Utilize acquired knowledge and information to effectively troubleshoot and resolve customer issues.
Regularly provide constructive feedback, suggestions, and improvement ideas to the team supervisor.
Perform other duties and responsibilities as required, assigned, or requested.