(Concierge) Customer Service Representative

Davita Inc.; Long Beach (CA); Remote; USD 33,000 - 52,000; Full time

Job summary

A leading healthcare company is seeking a Concierge Customer Service Representative to deliver exceptional member experiences through empathy and advocacy. This role involves resolving customer issues and providing a one-stop-shop service to ensure peace of mind. Successful candidates value community and enjoy helping others.

Qualifications

• At least 3 years of relevant experience required.
• Flexible availability including holidays.
• Comfortable using a computer with dual monitors.

Responsibilities

• Guide customers through healthcare navigation providing empathy.
• Identify potential future problems after resolving current issues.
• Share insights with peers to enhance service quality.

Skills

Multitasking

Empathy

Communication

Problem Solving

Education

High School Diploma or GED or equivalent

Tools

Microsoft Suite

Job description

(Concierge) Customer Service Representative

Our Concierge Customer Experience Teams receive incoming telephone calls from BSC's top-tier customers. Our agents are trained to go above and beyond, providing high-quality, white glove, one-stop-shop service. The Concierge Call Center is open 7 days a week, from 4:45 a.m. to 8:00 p.m., including most holidays. If hired, you will be required to attend and complete paid, mandatory training remotely. You must attend training each day for 8 hours, totaling 40 hours per week during the training period. Training hours are 8:00 a.m. - 4:30 p.m., Monday through Friday. After training, agents may work remotely and will be assigned a daily 8-hour shift within the hours of operation, totaling 40 hours a week. The shift can differ from training hours.

The following job summary will help you understand the candidates/people well suited to our Designated Call Center Team.

Job Summary:

Mandatory Training: Remote

As a Concierge Customer Service Representative (CSR), you uphold our mission of providing a service worthy of our family and friends. Our members rely on you to help them navigate healthcare, offering empathy and advocacy. You are empowered to provide members with peace of mind that their current issue is resolved and that no issues are looming. Concierge provides white glove, one-stop-shop service for members who have opted into our Concierge service.

Successful CSRs deliver an effortless customer experience by:

• Taking ownership of members' issues, relieving stress, and guiding them to quick and easy resolutions.
• Identifying and addressing potential future problems that may arise after the initial contact.
• Sharing insights with peers and management to continuously improve our service.
• Having fun! - We value helping others and maintaining a positive, fun community.

You must also be:

• Available to work a scheduled 8-hour shift, including breaks and lunch, and available to work occasional holidays.
• Patient and a good listener, able to answer questions and identify unspoken concerns.
• Comfortable using a computer with dual monitors and Excel spreadsheets.
• Able to multitask: talking to members and entering information simultaneously.

Your Knowledge and Experience

• Reside in CA, preferably within 50 miles of one of our locations (El Dorado Hills, Lodi, Long Beach, Oakland, Rancho Cordova, Redding, San Diego, Woodland Hills, etc.).
• High School Diploma or GED, or equivalent.
• At least 3 years of relevant experience.
• Flexible availability, including hours and holidays; shifts are not guaranteed.
• Attend and complete remote training.
• Proficient with Microsoft Suite and able to use applications effectively.
• High-speed internet (minimum 11MBPS download, 3MBPS upload).
• Post-training, have a private work location at home, within 15 feet of Wi-Fi modem, free from distractions.