About this role
Role Overview
- Maintain a positive, empathetic, and professional attitude toward customers at all times, even in high-stress or escalated situations.
- Respond promptly to customer inquiries in a high call volume, fast-paced environment with minimal supervision.
- Interact with customers via telephone, email, and online chat to answer complex product-related questions, resolve advanced issues, and provide in-depth education on Record Hub processes.
- Independently investigate and resolve complex product and service complaints, including those requiring cross-functional coordination.
- Identify trends in customer issues and recommend improvements to workflows, tools, or knowledge resources.
- Serve as a point of escalation for Level I representatives and provide informal guidance or peer support as needed.
- Ensure appropriate actions are taken to fully resolve customer problems and concerns, following through to completion.
- Accurately maintain customer accounts and detailed records of interactions, inquiries, and resolutions.
- Make outbound telephone and email contacts to customers to provide education, proactive updates, and issue resolution.
- Communicate and coordinate effectively with colleagues, specialists, and internal partners to resolve customer needs.
- Provide actionable feedback on the efficiency and effectiveness of customer service processes.
- Participate in training, onboarding, or knowledge-sharing initiatives as requested.
- Perform other related duties as assigned
Requirements
- High school diploma or equivalent
- 4 or more years of customer service experience, preferably in healthcare, data, or technology environments
- 2 or more years of experience in a call center or customer support environment
- Experience handling complex cases, escalations, or specialized customer issues
- Experience using call center phone systems such as RingCentral
- Strong data entry and typing skills (30+ WPM)
Benefits
- Health screenings
- Proof of vaccinations as required