Inbound Customer Service Patient Representative

Beltone•Parsippany, NJ

1d•$21 - $24•Onsite

About The Position

The Inbound Customer Service Patient Representative provides high-level customer service and generates appointments by answering incoming calls in a contact center. The role uses customer management software to manage and track contact results. Representatives handle inbound calls and other lead-generation channels, answer questions about hearing health, and schedule appointments using a script. The position also includes maintaining accurate consumer records, meeting appointment conversion quotas, and collaborating with clinical staff and hearing care professionals. This role is scheduled for 40 hours per week, Monday through Friday between 8:00 a.m. and 8:00 p.m. based on contact center needs, plus every other Saturday from 9:00 a.m. to 5:30 p.m. The employee receives one weekday off during the week when working Saturday. The position requires commuting to Parsippany, New Jersey, Monday through Friday.

Requirements

At least 2 years of call center experience.
Proven track record of delivering exceptional customer service.
Intermediate proficiency in MS Word and Excel.
Typing proficiency and computer savvy.
Reliable transportation to commute to Parsippany, New Jersey, Monday through Friday.
Ability to multitask using various applications simultaneously.
Professional phone etiquette and courtesy when interacting with patients, clients, and coworkers.
Ability to promptly understand customer requirements and present solutions that meet their needs.
Excellent interpersonal communication skills.
Ability to multitask and manage time in a fast-paced environment.
Skill in handling objections and rejection.
High proficiency with written correspondence.
Highly motivated and receptive to coaching.
Strong problem-solving and organizational skills.
Team player.
Self-sufficient and passionate about success.

Responsibilities

Provide high-level customer service through pleasant, professional conversations.
Answer questions about hearing health and set appointments with the guidance of a script.
Use rebuttal and probing techniques to retain the client base.
Collect, record, and accurately maintain consumer information in a Customer Relationship Management (CRM) system.
Answer returned inbound calls as needed after initial outbound contact.
Handle inbound calls, lead generation, email correspondence, web correspondence, and chat.
Follow organizational standard operating procedures to maintain quality service.
Meet and exceed daily, weekly, and monthly appointment conversion quotas.
Learn and understand basic industry knowledge.
Collaborate with patient-facing clinical staff and hearing care professionals.
Share ideas, assist with related projects, and help resolve problems or improve productivity in support of Contact Center growth.
Take on additional responsibilities and tasks to support the growth and success of the team and organization.