Inbound Customer Service Patient Representatives provides a high level of customer service while generating appointments by answering incoming calls working in a premier contact center.
The role includes utilizing the customer management software to manage and track the results of contacts
Key Responsibilities:
- Provide high level customer service with graceful, high-level, pleasant conversations
- Answer various questions regarding hearing health and set appointments with the guidance of a script
- Rebuttal and probe to retain client base
- Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
- Answer returned inbound calls as needed after initial outbound contact
- Handle inbound, lead generation, email correspondence, web correspondence and chat
- Maintain quality service by following organizational standard operating procedures
- Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
- Learn and understand basic industry knowledge
- Collaborate with Patient-Facing Clinical staff and hearing care professionals
- Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
Requirements:
- 2+ years of call center experience
- Proven track record of delivering exceptional customer service
- Intermediate proficiency in MS Word and Excel
- Typing proficiency and computer savvy
- Must have reliable transportation to commute to Parsippany, NJ Monday through Friday
Skills:
- Multitask using various applications simultaneously
- Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
- Ability to understand the customer’s requirements promptly and present solutions that meet their needs.
- Excellent interpersonal communication skills
- Ability to multitask and manage time in a fast-paced environment
- Skilled in handling objections and rejection
- Professional telephone etiquette skills
- High proficiency with written correspondence
- Highly motivated and receptive to coaching
- Strong problem-solving and organizational skills
- Team Player
- Self-sufficient and passionate about success
Additional Responsibilities:
May take on additional responsibilities and tasks to support the growth and success of the team and organization.
Schedule:
40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs.
Every other Saturday from 9:00 a.m. - 5:30 p.m. with one day off between Monday and Friday.
Compensation:
- $21.00 - $24.00 an hour depending on experience
- Commission eligible
Benefits
We offer a competitive and comprehensive benefits package which includes:
- 401(k) with matching
- Health, dental, and vision insurance
- Life insurance -employer paid
- Option to purchase additional life insurance - AD&D
- Critical Illness
- Hospital Indemnity
- STD & LTD
- Paid time off
- Employee discounts
- Legal Insurance
- Pet Insurance
Beltone is an equal opportunity employer
