[Hiring] Customer Service Representative @ImagenetLLC

Role Description

The Tier 1 Customer Service Representative serves as the first line of support for all clients, providing essential technical and product assistance. This team is responsible for resolving front-line inquiries, delivering a seamless support experience, and ensuring client satisfaction through timely, accurate, and professional responses.

This is an Urgent Hiring!

Key Responsibilities

• Initial Point of Contact:
  • Acts as the primary support channel via phone, email, or chat for all product users.
  • Captures client concerns, issues, and requests, ensuring they are accurately logged and categorized in Salesforce.
• Issue Resolution (Level 1):
  • Troubleshoots and resolves common issues such as login problems, navigation errors, basic system functionality, and frequently asked questions related to:
    • Claim Connect (EDI Claims)
    • Eligibility verification
    • Patient statements
    • Payment services and ERA setup
    • Enrollment – application status and enrollment walkthrough
    • Credentialing – application status and credentialing walkthrough
  • Escalates complex or unresolved issues to Tier 2 or specialized teams with complete documentation and clear context.
• Client Education:
  • Guides clients through basic system processes and best practices.
  • Provides instructions on system features, updates, and self-service options to empower users.
• Product Knowledge Base Management:
  • Maintains familiarity with the company's suite of products and services.
  • Refers clients to updated documentation and resources when applicable.
• Service Quality & Feedback Loop:
  • Ensures client satisfaction by adhering to internal SLAs (response and resolution times).
  • Collects feedback and identifies recurring issues to inform product improvements and training opportunities.
• Collaboration & Reporting:
  • Collaborates with Tier 2 support, engineering, and product teams to streamline the client experience.
  • Participates in regular support huddles and provides insights from front-line interactions.

Qualifications

• Minimum of 1 year experience in customer service, technical support, help desk, or healthcare support.
• Strong verbal and written communication skills.
• Ability to troubleshoot basic software, system, and connectivity issues.
• Experience handling inbound and outbound customer interactions via phone, email, and chat.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and manage multiple cases in a fast-paced environment.
• Ability to document customer interactions accurately and professionally.

Requirements

• Previous experience supporting dental software, or healthcare technology platforms.
• Knowledge of dental insurance claims processing and Electronic Data Interchange (EDI).
• Familiarity with dental practice management systems such as:
  • Dentrix
  • Eaglesoft
  • Open Dental
  • PracticeWorks
• Understanding of:
  • Electronic claims submission
  • Eligibility verification
  • Electronic remittance advice (ERA)
  • Electronic funds transfer (EFT)
  • Claim status inquiries
• Experience using CRM or case management tools (Salesforce, ServiceNow, Zendesk, etc.).

Key Competencies

• Customer-focused mindset.
• Active listening skills.
• Attention to detail.
• Professional phone etiquette.
• Team collaboration.
• Adaptability to process changes and new technologies.
• Time management and prioritization.
• Accountability and ownership of customer issues.

Benefits

• 🏠 Work Remotely
• 💰 Competitive Pay + 13th Month Salary
• 🩺 Comprehensive HMO Coverage (Medical)
• 💻 Equipment Provided – Everything you need to succeed
• 🚀 Career Growth – Be part of a dynamic and supportive team that values your expertise

Work Arrangement

This position is currently offered on a REMOTE work basis. However, please note that this is a performance-based role, and the company reserves the right to require employees to report onsite at any time based on business needs, performance evaluations, operational requirements. Flexibility to transition to an office-based setup when necessary is expected.

Work From Home Requirements

• Requires a stable primary internet connection of at least 50Mbps.
• Reliable backup connection to ensure continuity of remote work.
• Required to provide a speed test during interview (initial).
• Ability to directly hardwire to your modem.
• Required to have a quiet dedicated work area.