Inbound Customer Service Patient Representative - On Site

## Description 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 rejection - Professional 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 per hour Base Plus Monthly Commission Eligible **BenefitsWe 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