Customer Service Representative

Infinite Computer Solutions is seeking a Customer Service Representative to join their Contact Center team. The role involves receiving, investigating, and resolving customer inquiries through various communication channels, while ensuring accurate documentation and adherence to established guidelines and policies.

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:

• Ability to answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) in a courteous, timely, and professional manner following established guidelines and policies
• Ability to make outbound calls as necessary based on business needs and reminding customers of upcoming appointments
• Ability to resolve or escalate customer inquiries in a timely manner
• Encouragement of the use of electronic communication with customers
• Ability to liaise and coordinate with health care professionals about schedules, patients and any changes
• Ability to resolve scheduling conflicts as they occur
• Accurate documentation of all customer interactions using Case Management or Customer Relationship Management (CRM) system
• Following SOPs and policies
• Maintaining a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
• Following up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
• Using frequently asked questions (FAQs) and help look up and provide information to inquiries
• Utilizing departmental knowledge bases and training material to answer customer inquiries
• Maintaining up-to-date knowledge of policies and procedures as applicable
• Adhering to published schedule according to attendance guidelines
• Willingness to work some weekends and holidays
• Performing other duties as assigned