Customer Care Representative

New Season; Florida; Presencial; USD 34.000 - 42.000; Jornada completa

Descripción de la vacante

New Season Treatment Centers in Florida is seeking a Customer Care Representative to support our on-site Call Center. You will handle inbound calls, help schedule intake appointments, and aim to retain or re-engage patients while delivering compassionate, accurate service.

The role requires strong communication, data entry accuracy, and adherence to privacy standards as you collaborate with the Call Center Director and team to ensure timely, high-quality support.

Formación

• Must have 1 year of high-volume telephonic customer service experience.
• Experience in health care call centers and sales is a plus.
• Strong communication and problem-solving skills are required.
• Able to handle confidential information with discretion.

Responsabilidades

• Answers or returns calls to learn about and address customer needs.
• Responds to inquiries and explains solutions while ensuring customers feel valued.
• Builds rapport with customers in a courteous, professional manner.
• Uses software to respond to common inquiries and update records.
• Transfers customers to the appropriate party to address their needs.
• Contributes to improving customer satisfaction and productivity.

Conocimientos

Customer service

Active listening

Verbal communication

Written communication

Multi-line phones

Data entry

Integrity

Organization

Educación

High School Diploma or GED

Herramientas

Microsoft Office

Google

Descripción del empleo

Description

CUSTOMER CARE REPRESENTATIVE

Job Description

New Season

For over 30 years, New Season Treatment Centers have been a leading national health care service provider of outpatient treatment centers that specialize in providing safe, quality and best in class care for individuals living with Opioid Use Disorder ("OUD").

Operating in over 70 treatment centers in multiple states, our team members are engaged in medication-assisted treatment, counseling, support, and care management of individuals living with OUD. We treat the whole person and, in so doing, address the underlying causes of OUD in an effort to provide a continuum of care that not only addresses treatment needs but supports the patient on their journey to recovery.

Reports to: Call Center Director

Job Code: 188

Department: Call Center

FLSA: Non-Exempt

Direct Reports: 0

This position is responsible for interfacing with customers and potential customers via inbound phone calls for the purpose of providing customer service or setting intake appointments into one of our treatment facilities. The primary focus will be to either retain or re-establish relationships with our existing customers and to acquire new customers. This is an on-site call center position and there is no telemarketing required. Outbound phone calls are required for returning voicemails and working on special projects.

Essential Functions

• Answers or returns calls to customers to learn about and address their needs.
• Responds efficiently and accurately to customers, explaining possible solutions and ensuring customers feel valued and supported.
• Builds rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during training.
• Uses decision-support computer software programs to respond to common customer inquiries and requests.
• Ensures that customers understand product information provides additional information to customers as needed.
• Listens attentively to customer needs and concerns and demonstrates empathy.
• Prepares complete and accurate work and updates customer records.
• Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfers customers to an appropriate party to address their needs.
• Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participates in activities designed to improve customer satisfaction and business performance.
• Raises issues proactively and in a timely manner.
• Other duties as assigned.

Supervisory Responsibilities

(This position will supervise non-exempt staff in support roles performing duties described in "Essential Functions".)

None

Essential Qualifications

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

Education/Licensure/Certification

High School Diploma or GED preferred.

Required Knowledge

Computer skills and proficiency with Microsoft Office and Google. Excellent internal & external customer service and communication skills.

Experience Required

This position requires 1 year high volume telephonic Customer Service experience. Prior health care based call center experience is a plus. Prior Sales experience is a plus.

Skill and Ability

Exceptional customer service, active listening and verbal and written communication skills in a fast paced environment. Demonstrated experience with multi-line phone systems. Ability to work with integrity and the experience, confidence and presence to effectively handle interpersonal relationships. Strong organizational skills with a keen ability to prioritize and multitask. Ability to adhere to and meet deadlines. Experience in handling sensitive, confidential information. Excellent communicator (oral and written) including the desire to ask questions and learn from co-workers. Strong administrative and data entry skills. Bilingual is a plus.

Physical Demands/Work Environment

(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

Finger Dexterity: Use primarily for writing, operating calculator, telephone, keyboard and other office equipment.

Talking: To convey detailed or important instructions to employees, patients and applicants.

Hearing: Ability to hear normal conversations and receive ordinary information.

Vision: Average, ordinary, visual acuity necessary to observe and work on a computer. Clear vision at 20 inches or less and distant vision at 20 feet or more.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 pounds of force occasionally.

Working Conditions

• Ability to operate in an open work area with moderate everyday noise.

Core Competencies

• Approachability
• Change Management
• Communication (Oral and Written)
• Ethics/Values/Integrity
• Influencing/Persuading
• Listening
• Problem Solving
• Strategic Planning/Thinking

Mental Activities

(The mental activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

Reasoning Ability

Ability to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to maintain confidentiality.

Mathematics Ability

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Job or State Requirements

HS diploma or equivalent preferred