[Hiring] Customer Service Representative @Helpware

Role 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.

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.

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.

Benefits

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