About this role
Role Overview
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines.
- Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services.
- Accurately document customer interactions, inquiries, issues, and resolutions in designated systems.
- Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists.
- Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution.
- Follow defined workflows, scripts, and quality standards to ensure consistency and compliance.
- Communicate and coordinate with colleagues and team leads as needed to support customer needs.
- Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills.
- Provide feedback on customer experience challenges and opportunities for improvement.
- Perform other related duties as assigned.
Requirements
- High school diploma, general education degree, or equivalent required.
- 2–3 years of customer service experience required.
- 1 year of experience in a call center or customer support environment preferred.
- Experience using call center phone systems such as RingCentral is a plus.
- Data entry and typing skills of 30 WPM or higher.
Benefits
- post-offer health screenings
- proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19