Customer Support Agent

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? At HFD our core purpose is to help the underserved live healthier. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Customer Support Agent we are looking for:

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. Each Customer Support agent is assigned the duty of maintaining excellent written/oral communication skills and the ability to communicate effectively with customers and colleagues while ensuring accurate account notation.

As a Customer Support Agent , you will:

• 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 (i.e., designated Assistance rep or supervisor)

• 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