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Representative II, Customer Care

Lensa

Phoenix (AZ)

Remote

USD 10,000 - 60,000

Full time

4 days ago

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Job summary

Join a leading healthcare distributor as a Customer Care Representative in Phoenix, AZ. You will handle customer inquiries and order placements in a high-volume environment, ensuring compliance and providing exceptional support. This role offers remote work opportunities with a focus on customer service excellence.

Benefits

Medical, dental, and vision coverage

Paid time off plan

401k savings plan

Flexible spending accounts

Qualifications

Preferred 2-4 years' experience in high volume call center.
Customer service experience in healthcare preferred.
Excellent phone skills with a focus on quality.

Responsibilities

Answer inbound calls to place orders or resolve issues.
Manage high-volume calls while maintaining composure.
Utilize multiple systems to provide order status updates.

Skills

Communication

Active Listening

Problem Solving

Customer Service

Education

High school diploma or GED

Tools

Microsoft Office

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Cardinal Health, is seeking professionals in Phoenix, AZ. Apply via Lensa today!

SHIFT: Your new hire training will take place Monday-Friday, 8:00am-5pm EST, mandatory attendance is required. Once you have completed new hire training, you will take part in a shift bid to determine your schedule.

Shift bid scheule is based on business need. Must be open & flexible to work any hours 8am EST to 9:00pm EST & will also involve Saturday hours.

What Customer Service Operations Contributes To Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

Responsible for answering inbound calls from customers to place orders or reorders of medical supplies. Agents will act as a liaison, problem-solving order issues, researching accounts and providing resolutions in a high-volume call center.

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

The Customer Care Representative operates as a “Universal Agent”, who is able to meet the needs of our customers throughout the entire order placement lifecycle. Ultimately, qualified candidates, will be responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately ~60-80 incoming calls per day.

Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker
Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
Operate company provided hardware and navigate multiple computer programs throughout the day to address customer's concerns
Consults with Supervisor or Team Lead on complex and unusual problems
Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
Explain our products and offerings to our customers to ensure compatible with customer conditions
Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times

Qualifications

High school diploma, GED or equivalent, or equivalent work experience, preferred
2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized
Previous experience working in a remote/work from home setting is preferred
Prior experience working with Microsoft Office is preferred
Prior experience working with order placement systems and tools preferred
Customer service experience in prior healthcare industry preferred
Root cause analysis experience preferred
Familiarity with call-center phone systems preferred
Excellent Phone Skills with a focus on quality
Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA

What is expected of you and others at this level

Applies acquired job skills and company policies and procedures to complete standard tasks
Works on routine assignments that require basic problem resolution
Refers to policies and past practices for guidance
Receives general direction on standard work; receives detailed instruction on new assignments
Consults with supervisor or senior peers on complex and unusual problems

REMOTE DETAILS: You will work from home, full-time.

As a work from home employee, the expectation is that you have your camera on when participating in your onboarding/training activities. Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date. You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet.

Internet Requirements Include The Following

Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable.

If having connectivity issues and our IT dept. suspects connectivity issues are due to your ISP or your current set up, we will request that you change providers or rework your set up to not disrupt your daily productivity.

Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.

Upload speed of (10Mbps – Recommended)

Ping Rate Maximum of 30ms (milliseconds)

Hardwired to the router

Surge protector with Network Line Protection for CAH issued equipment

WHO WE ARE: Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees and operations in more than 40 countries, Cardinal Health seizes the opportunity to address healthcare’s most complicated challenges — now, and in the future.

Anticipated hourly range: $15.75/hr. - $18.50/hr.

Bonus eligible: NO

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs

Application window anticipated to close: 06/14/2025 *if interested in opportunity, please submit application as soon as possible.

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)

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Entry level

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