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 utilizing software applications effectively.

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