What Customer Service Operations contributes to Cardinal Health
Customer Service Senior Representative is responsible/a catalyst for providing proactive solutions, inquiry research/resolution, and root cause analysis. Acting as liaisons for both internal and external customers in our call center, Customer Service Senior Representative enhances the customer experience by leveraging inbound and outbound channels.
SHIFT: Your new hire training will take place Monday-Friday, 8:30am-5pm EST, mandatory attendance is required. Once you have completed new hire training, you will take part in a shift bid to determine your schedule.
This position is full-time, remote (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am-9pm EST Mon-Fri and 9am-3pm EST Sat. Agents assigned a shift with a Saturday workday will receive a shift differential of $1/hr. Agents assigned a shift that ends at or after 8pm, will receive a shift differential of $2/hr.
In addition, based on seasonal fluctuations in volume, there are times throughout the year where overtime is mandated
Qualifications
High school diploma, GED, or equivalent work experience, preferred
Must be proficient in Spanish and English languages
Able to work independently and be self sufficient
Strong time management skills
Knowledgeable in Microsoft programs
Strong communication skills
Previous Call Center Experience preferred
Responsibilities
The Customer Care Representative is responsible for providing customer assistance, including, but not limited to, order placement, product information, order status, order discrepancies, and customer complaints for approximately 70-90 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 day to day
Navigate multiple computer programs throughout the workday
Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
Uses provided resources/company websites to navigate customer's concerns
Consults with Supervisor or Team Lead on complex and unusual problems
Ensure customer satisfaction and provide professional customer support
What is expected of you and others at this level
Applies basic concepts, principles, and technical capabilities to perform routine tasks
Meet all goals set forth in the call center
Works on projects of limited scope and complexity
Follows established procedures to resolve readily identifiable technical problems
Works under direct supervision and receives detailed instructions
Develops competence by performing structured work assignments
Adhere to your schedule on the daily basis
Camera usage is a requirement for meetings.
Utilize resources and chats in a professional manner
Follow Dress Code
REMOTE DETAILS: As a work from home employee, the expectation is that you have your camera on when participating in your onboarding/training activities. Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date. You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job
Internet requirements include the following:
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable. If having connectivity issues and our IT dept. suspects connectivity issues are due to your ISP or your current set up, we will request that you change providers or rework your set up to not disrupt your daily productivity.
Download speed of 25Mbps is minimum but 50Mbps is recommended if nobody else is at home streaming.
Upload speed of 10Mbps
Ping Rate Maximum of 30ms (milliseconds)
You must be hardwired to the router
Surge protector with Network Line Protection for CAH issued equipment
If having connectivity issues and our IT dept. suspects connectivity issues are due to your ISP or your current set up, we will request that you change providers or rework your set up to not disrupt your daily productivity.
WHO WE ARE: Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees and operations in more than 40 countries, Cardinal Health seizes the opportunity to address healthcare’s most complicated challenges — now, and in the future.
BENEFITS:
Medical, Dental and Vision coverage starting Day 1
401K match program starting Day 1
23 days of Paid Time off after 90-day probation period
Health savings account (HSA) & Flexible spending accounts (FSAs)
Work-Life resources
Paid parental leave
Healthy lifestyle programs
Anticipated salary range: $18.00/hour
Bonus eligible: No
Benefits: Health insurance, 401k Contributions, Paid Time Off, Vacation, STD/LTD
Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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""Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
We deliver products and solutions to improve the lives of people every day. In short, we are Essential to care™.
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