Infinite Computer Solutions is seeking a Customer Service Representative to join their Contact Center team. The CSR will handle customer inquiries through various communication channels and ensure timely and accurate responses, while maintaining high-quality customer interactions.
Responsibilities:
- Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
- Make outbound calls as necessary based on business needs and reminding them of upcoming appointments
- Resolve or escalate customer inquiries in a timely manner
- Encourage use of electronic communication with customers
- Liaise and coordinate with health care professionals about schedules, patients and any changes
- Resolve scheduling conflicts as they occur
- Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
- Follow SOPs and policies
- Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
- Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
- Use frequently asked questions (FAQs) and help look up and provide information to inquiries
- Utilize departmental knowledge bases and training material to answer customer inquiries
- Maintain up-to-date knowledge of policies and procedures as applicable
- Adhere to published schedule according to attendance guidelines
- May be required to work some weekends and holidays
- Perform other duties as assigned
Requirements:
- Experience in customer service or related field
- Ability to communicate effectively in a courteous and professional manner
- Proficiency in using various software applications including CRM systems
- Ability to document customer interactions accurately
- Strong problem-solving skills to resolve customer inquiries
- Ability to work independently and as part of a team
- Flexibility to work weekends and holidays as needed
- Strong organizational skills and attention to detail