Customer Relations Associate - FULLY REMOTE in North Carolina

ProtoCall Services; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Relations Associate, where your role is vital in providing exceptional customer service and administrative support. You will work closely with various teams to ensure seamless communication and effective handling of customer requests. This dynamic position requires a friendly demeanor, excellent communication skills, and the ability to thrive in a fast-paced environment. If you're passionate about making a difference and enjoy collaborating with others, this opportunity is perfect for you. Be part of a team that values diversity and is committed to client care.

Qualifications

• Prior administrative support and customer service experience preferred.
• General office experience and proficiency in Windows software required.

Responsibilities

• Document customer requests and complaints in the CRM or other tracking software.
• Prepare and distribute relevant daily and monthly utilization reports.
• Respond to customer requests for routine procedural changes.

Skills

Customer Service

Oral Communication

Written Communication

Windows Software Proficiency

Spreadsheet Proficiency

Team Collaboration

Problem-Solving

Education

Bachelor's Degree in a Mission-Driven Field

Tools

CRM Software

Job description

Job Details Level: Entry Position Type: Full Time Salary Range: $20.00 - $24.00 Hourly Job Category: Customer Service Who We Are

This position will work under supervision of an assigned member of the Account Relations department to provide technical and administrative services in service to the customers of Protocall. The position is responsible for coordinating hands-on systems to support real time delivery of service and performs a broad range of support services, interdepartmentally, while being responsive to changing and urgent needs.

Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. During times of stress, this includes but is not limited to staying focused on work tasks and productively using time and energy, presenting a positive disposition, maintaining constructive interpersonal relationships and developing and maintaining appropriate self-care strategies to alter conditions that create stress and to sustain physical and mental health.

Typical Duties: Primary responsibilities will include:

Customer Service

• Demonstrates understanding of the relationship between Protocall’s customer relations and success, operations, and IT teams.
• Documents customer requests and complaints in the CRM or other tracking software.
• Maintains strong lines of communication with Relationship Managers regarding matters pertaining to their assigned customers.
• Maintains accurate and up-to-date communication information for customers.
• Facilitates dissemination of electronic announcements and direct mailing.
• Supports Relationship Managers in customer success activities related to targeted customer feedback, provides continuous feedback to Product Ownership related to customer pain points, and other customer success support duties, as assigned.

Extra Coverage Tracking

• Monitors, documents, and tracks Extra Coverage requests and associated call volume.
• Submits requests for approval according to established guidelines.
• Follows up with customers and sets up internal notification.

Reports, Statistics, and Technical Services

• Prepares and distributes relevant daily and monthly utilization reports and reports for special projects.
• Prepares other reports as needed.

Database Maintenance

• Responds to customer requests for routine procedural changes under the supervision of Relationship Managers, coordinating changes until procedures are satisfactory.
• Contacts customers as appropriate to address routine procedural or database updates or clarifications identified through internal review processes.
• Updates general database information, such as CRM records, employer lists, referral databases, on-call schedules, client alerts, and other database content. ○ Maintains internal and external calendaring systems.
• Assists with other Ops, IT, and AR databases.

Administrative Services

• Performs a variety of administrative duties as needed, such as facilitating documentation transmission, responding to customer requests for information or assistance, providing other services as assigned.
• Verifies proper functioning of client record transmission equipment as assigned.
• Will routinely access PHI when reviewing account complaints and facilitating follow up, monitoring procedural compliance, completing data analysis and reports, or reviewing recorded calls either individually or with account staff.
• Performs other tasks as assigned.

Requirements for the Customer Relations Associate Position

• Bachelor’s degree in a mission-driven field, a plus
• Prior administrative support and customer service experience, preferred
• General office experience, Windows software and spreadsheet proficiency, required
• Excellence in customer service
• Excellence in oral and written communication skills
• Ability to work independently and make decisions relevant to area of responsibility
• Ability to work as a part of a team and in collaboration with different departments
• Must have friendly, positive personality and “can do” attitude
• Must be willing to take initiative, have a desire to work in a hands-on, fast-paced environment

ProtoCall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.