Customer Support Agent
November 4
Description
• Are you EPIC? Do you have the ability to demonstrate, understand and apply HFD’s core purpose and values in all that you do? • Reporting to the Customer Support Lead, The Customer Support team is responsible for incoming and outgoing emails, chats, and collection calls made to patients that are set up for services. • Following standard operating procedures to contact customers via email, chat, and phone calls. • Prepare for customer interactions by studying products, services, and customer service processes. • Accept payment on certain accounts as appropriate and resolve most questions and problems, referring only the most complex to higher levels. • Evaluate customers' financial situations and negotiate terms of repayment to bring account current. • Always deliver a consistent and professional level of service. • Achieve email, chat, and call quality objectives. • Advise and influence customers on the payment options within company guidelines. • Handle each email, chat, and call promptly and in the correct manner, updating records accordingly. • Maintain the highest level of both quality and service with every interaction. • Comply with HFD Attendance and Dress Code Policies. • Maintain a positive attitude. • Adapt well to new department policies and procedures. • Input customer related data accurately and efficiently. • Be persuasive, persistent, and self-motivated. • Show empathy, assertiveness, tact and resilience. • Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems. • Additional responsibilities as needed.
Requirements
• Requires excellent written/oral communication skills and the ability to communicate effectively with customers and colleagues. • Ability to carry out instructions furnished in written and oral form; must be able to work with minimal supervision. • Ability to effectively de-escalate situations that involve upset customers. • Ability to maintain a high level of confidentiality. • Close attention to detail with a high degree of accuracy. • High school diploma or equivalent Customer Service experience preferred
Benefits
• Medical, Dental, Vision Insurance • 401k with 3% company match. • Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays. • EPIC company culture
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