Customer Service Representative - Inbound / Outbound

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