[Hiring] Customer Care Representative II @Cardinal Health

Role Description

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

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

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.
• Responsible for providing customer assistance, including, but not limited to:
  • Order placement
  • Product information
  • Order status
  • Order discrepancies
  • Customer complaints
• Handle approximately ~60-80 incoming calls per day.
• Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies.
• Ability to handle high call volumes consistently throughout the workday.
• 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.
• Consult with Supervisor or Team Lead on complex and unusual problems.
• Adhere to business processes to ensure all work is compliant with regulatory standards.
• Navigate multiple systems and consult with internal resources to provide order status updates.
• Interpret insurance terminology, plans and documentation in an easy-to-understand way.
• Explain products and offerings to customers to ensure compatibility with customer conditions.
• Identify and communicate appropriate next steps and expectations to customers.
• 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.
• 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 achieving daily call center metrics.

Requirements

• Work from home, full-time.
• Camera on during onboarding/training activities.
• Dedicated, quiet, private, distraction-free environment with access to high-speed internet.
• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber).
• Download speed of (25Mbps – Minimum) but (50Mbps – Recommended).
• 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.

Benefits

• 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.