Customer Relations Associate - FULLY REMOTE in Georgia

Protocall Services, Inc.; New York (NY); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their Account Relations department. This role focuses on providing excellent customer service, maintaining databases, and preparing reports to support real-time service delivery. Candidates should possess a bachelor's degree and have experience in administrative roles. The work environment is fast-paced, requiring effective stress management and strong communication skills. This position offers an opportunity to contribute to a mission-driven organization that values diversity and promotes a positive workplace culture.

Qualifications

• Bachelor's degree in a relevant field and prior administrative experience required.
• Proficiency in Windows and spreadsheets is essential.

Responsibilities

• Provide technical and administrative services to customers.
• Document customer requests and maintain communication with managers.
• Prepare and distribute reports and maintain databases.

Skills

Customer Service

Communication Skills

Administrative Tasks

Stress Management

Database Maintenance

Education

Bachelor's Degree in a Relevant Field

Tools

Windows

Spreadsheets

CRM Software

Job description

This position will work under supervision of an assigned member of the Account Relations department to provide technical and administrative services to Protocall customers. The role involves coordinating systems to support real-time service delivery and supporting various departments while adapting to changing needs.

Work at Protocall can be stressful due to our mission. Employees are expected to manage stress effectively to maintain high standards of client care, customer service, professional conduct, and a positive work environment. This includes staying focused, maintaining constructive relationships, and practicing self-care strategies.

Typical Duties:

1. Customer Service

• Understand the importance of customer relations to Protocall’s success.
• Document customer requests and complaints in tracking software.
• Maintain communication with Relationship Managers regarding customers.
• Keep customer contact information current.
• Distribute electronic announcements and mailings.
• Support customer success activities and provide feedback on customer pain points.

Extra Coverage Tracking

• Monitor and document Extra Coverage requests and call volumes.
• Request approvals following guidelines.
• Follow up with customers and notify relevant teams.

Reports, Statistics, and Technical Services

• Prepare and distribute utilization reports and project-specific reports.

Database Maintenance

• Handle routine procedural changes and updates in databases.
• Contact customers for database updates or clarifications.
• Maintain CRM and other databases, including schedules and alerts.

Administrative Services

• Perform administrative tasks such as document handling and customer assistance.
• Ensure proper functioning of client record transmission equipment.
• Access PHI responsibly for account reviews and follow-up.
• Perform additional tasks as assigned.

Minimum qualifications include a bachelor’s degree in a relevant field, prior administrative and customer service experience, proficiency with Windows and spreadsheets, excellent communication skills, and a friendly, proactive attitude. Ability to work independently and collaboratively in a fast-paced environment is essential.

ProtoCall Services Inc. is an Equal Opportunity Employer that values diversity in all its forms.