Inbound Customer Service Patient Representative

Beltone; Parsippany-Troy Hills (NJ); Sur place; USD 29 000 - 33 000; Plein temps

Avantages offerts par ce poste

401(k) with matching

Health, dental, and vision insurance

Life insurance - employer paid

AD&D insurance

Critical Illness coverage

Hospital Indemnity

STD & LTD

Paid time off

Employee discounts

Legal Insurance

Pet Insurance

Résumé du poste

Beltone in Parsippany, NJ is seeking an inbound Customer Service Patient Representative to deliver high-quality service and generate appointments. You will use CRM software to manage contacts, follow scripts for hearing-health inquiries, and collaborate with clinical staff to support patient care.

The role requires 2+ years in a call center, excellent communication, and the ability to multitask in a fast-paced environment. Schedule is full-time with weekday hours and possible Saturday coverage.

Qualifications

• 2+ years of call center experience.
• Proven track record of delivering exceptional customer service.
• Intermediate proficiency in MS Word and Excel.
• Typing proficiency and computer savvy.
• Must have reliable transportation to commute to Parsippany, NJ Monday through Friday.

Responsabilités

• Provide high level customer service with graceful, high-level, pleasant conversations.
• Answer various questions regarding hearing health and set appointments with the guidance of a script.
• Rebuttal and probe to retain client base.
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system.
• Answer returned inbound calls as needed after initial outbound contact.
• Handle inbound, lead generation, email correspondence, web correspondence and chat.
• Maintain quality service by following organizational standard operating procedures.
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas.
• Collaborate with Patient-Facing Clinical staff and hearing care professionals.
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity.

Connaissances

Call center

Customer service

MS Word

MS Excel

Typing

CRM

Communication

Multitasking

Interpersonal skills

Outils

CRM software

Description du poste

Inbound Customer Service Patient Representatives provides a high level of customer service while generating appointments by answering incoming calls working in a premier contact center. The role includes utilizing the customer management software to manage and track the results of contacts.

Key Responsibilities

• Provide high level customer service with graceful, high-level, pleasant conversations
• Answer various questions regarding hearing health and set appointments with the guidance of a script
• Rebuttal and probe to retain client base
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer returned inbound calls as needed after initial outbound contact
• Handle inbound, lead generation, email correspondence, web correspondence and chat
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Learn and understand basic industry knowledge
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity

Requirements

• 2+ years of call center experience
• Proven track record of delivering exceptional customer service
• Intermediate proficiency in MS Word and Excel
• Typing proficiency and computer savvy
• Must have reliable transportation to commute to Parsippany, NJ Monday through Friday

Skills

• Multitask using various applications simultaneously
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Ability to understand the customer’s requirements promptly and present solutions that meet their needs.
• Excellent interpersonal communication skills
• Ability to multitask and manage time in a fast-paced environment
• Skilled in handling objections and rejectionProfessional telephone etiquette skills
• High proficiency with written correspondence
• Highly motivated and receptive to coaching
• Strong problem-solving and organizational skills
• Team Player
• Self-sufficient and passionate about success

Additional Responsibilities

May take on additional responsibilities and tasks to support the growth and success of the team and organization.

Schedule

40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs. Every other Saturday from 9:00 a.m. - 5:30 p.m. with one day off between Monday and Friday.

Compensation

• $21.00 - $24.00 an hour depending on experience
• Commission eligible

Benefits

We offer a competitive and comprehensive benefits package which includes:

• 401(k) with matching
• Health, dental, and vision insurance
• Life insurance -employer paid
• Option to purchase additional life insurance - AD&D
• Critical Illness
• Hospital Indemnity
• STD & LTD
• Paid time off
• Employee discounts
• Legal Insurance
• Pet Insurance

Beltone is an equal opportunity employer