Customer Service Representative

Helpware Inc; Martinsburg (WV); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Paid training

Healthcare

401K

Paid time off

Growth opportunities

Meditation app

Referral program

Job summary

Helpware is seeking a Customer Service Representative to join our team supporting patients and healthcare providers in the Mt Sterling, KY and VA regions. You will answer questions by phone and chat, guide users through basic resolution steps, and help ensure accurate prescriptions and timely refills.

The role requires at least 6 months in customer service, strong communication, and empathy. Enjoy paid training, benefits, and growth opportunities in a dynamic, fast-paced environment.

Qualifications

• High School diploma or equivalent.
• Minimum 6 months experience in customer service via phone, email, or live chat.
• Strong communication and empathy required.

Responsibilities

• Assist patients and providers via phone and chat with prescription inquiries.
• Guide users through basic resolution steps and EMR-related tasks.
• Maintain first-call resolution and escalate when needed.
• Collaborate with colleagues to improve support processes.
• Document interactions and ensure customer satisfaction.

Skills

Strong communication skills

Empathetic customer service

Ability to handle high-volume calls

Tech-savvy with CRM tools

Excellent problem-solving

Education

High School diploma or equivalent

Job description

Customer Service Representative | Mt Sterling, KY and VA

About Us

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

Job Description

We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients/healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient/healthcare provider satisfaction while maintaining professionalism and empathy at all times.

Key Responsibilities

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers.
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.)
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.
• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.
• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.
• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)
• Perform other related duties as assigned by managers.

Physical and Mental Requirements

• Must be physically willing and able to sit for an 8-hour shift.
• Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.
• Must be physically willing and able to manage multiple chat conversations simultaneously.
• Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.
• Must have the ability to thrive in a high-volume, fast-paced call center environment.

Requirements

• High School diploma or equivalent.
• Minimum of 6 months experience in customer service via phone, email, or live chat.
• Healthcare experience is not required but is considered a plus.
• Startup experience is a plus.
• Ability to thrive in a fast-paced, dynamic environment with frequent changes.
• Open to working all shifts as needed by the business.

Qualifications

• Strong communication and interpersonal skills.
• Empathetic attitude with a positive and professional demeanor.
• Ability to handle challenging customer interactions calmly and effectively.
• Detail-oriented with strong organizational skills.
• Tech-savvy and comfortable using CRM and online support tools.
• Self-motivated and quick to adapt to new information and procedures.
  

We Offer

• $16 USD per hour
• Employee benefits (paid time off, 401K, and healthcare)
• Meditation app
• Referral program
• Paid training
• Continuous support
• Growth opportunities