Customer Service

Girling Healthcare of New York•Queens, NY

4d•Onsite

About The Position

As a Customer Service Representative, you will join the Customer Service department in providing unparalleled customer satisfaction, helping those in need of homecare services. In this role, you will answer incoming calls, respond to service-related questions and obtain feedback, completing required documentation, and escalating calls as needed.

Requirements

Excellent communication skills in English
Strong problem-solving and decision-making abilities
Ability to multitask and prioritize tasks effectively.
Proficient in using computer systems and software.
Ability to work well in a team environment.
Type 40 WPM
Strong computer skills and the ability to learn and navigate multiple systems.
40 WPM typing speed preferred.
Professionalism, empathy, strong problem-solving abilities, multitasking, organization, and the ability to work effectively in a fast-paced healthcare environment.

Nice To Haves

Home care/healthcare experience is strongly preferred.
Bilingual candidates are preferred, especially Spanish- or Russian-speaking candidates.

Responsibilities

Actively monitor all inquiry channels (email, social media, web forms, phone calls) throughout the day. Acknowledge each inquiry with a personalized response, ensuring timely follow-ups.
Classify inquiries based on the customer’s needs, including service requests, employment inquiries, and general support. Prioritize urgent matters, ensuring high-priority inquiries are addressed promptly.
Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer.
Confirm the Start of Care (SOC) date and the type of care needed. Provide the company’s contact number for any questions or concerns. Inform the customer of the next check-in date (2, 4, 6 weeks) and agree on the best time for follow-up.
Accurately document calls, concerns, follow-ups, and other interactions in the appropriate systems.
Minimum of 100 outbound calls per day, focusing on patient follow-ups while maintaining quality and professionalism.
Handle inbound calls, outbound follow-ups, callbacks, ticketing, escalations, and appropriately route calls to the correct department.
Work collaboratively with the Customer Service team and provide coverage/back-up support when needed.