Job details

Customer Service Representative

Appointment Setting: Contact potential patients to schedule qualified appointments via
telephone and text. Ensure appointments are firm and likely to result in patient attendance.
Patient Interaction: Respond to all patient questions and inquiries in a timely and professional manner, using excellent verbal and written communication skills.
Script Mastery: Master the scripts outlined in the CSR Master sheet to navigate customer interactions confidently and effectively.
Daily Communication: Use effective communication to enhance clarity and build rapport during meetings, prioritizing camera usage as a standard practice.
Email and System Management: Check your email for morning updates, log into the Five9 Dialer for automated outbound and inbound calls, and review and respond to conversations for your assigned office.
Script Review: Regularly review the CSR Master sheet for any script changes, ensuring the required script in BOLD is used in all calls.
Meetings Participation: Participate in weekly one-on-ones and group skills sessions, using the camera to enhance engagement.
Break and Lunch Management: Adhere to break and lunch policies, ensuring clear communication with your supervisor about your schedule.
Inquiries Handling: Send patient inquiries via chat or email to the office email and your supervisor, keeping Gmail up for team messages.
Message Management: Clear unread messages in PPJ, chat your supervisor when logging in, leaving for lunch, and logging out for the day.
Daily Documentation: Fill out your daily checklist, including any notes about unusual occurrences during the day.

- Bachelor's degree in Business Administration, Sales & Marketing or a related field (or equivalent experience)

- 1 to 2 years of experience in Customer Service Representative

- In-depth industry knowledge regarding best practices, development, current regulations, and technology, particularly in Customer Service

- With deep background in a remote set-up of work similar to freelancing as an Independent Contractor (deep understanding on the pros & cons involved in this industry).

- Excellent interpersonal and communication skills, both written and verbal

- Strong persuasive and results-driven mindset

- Ability to master and effectively use call scripts and rebuttals

- Attentive to detail and excellent organizational skill

- Ability to work collaboratively and communicate effectively with team

- Capable to exercise utmost discretion, diplomacy, and tact with patient and staff interactions

- Proficiency with the Five9 Dialer and email management

- Commitment to provide high-quality customer service and patient care

- With fast, reliable and stable internet connection (LAN or Fiber) and with internet backup