Customer Service Representative
Description
Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.
Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.
Consensus leads the industry in data exchange solutions and we’re only getting started! With exciting new initiatives on the horizon, we are continuing our strategic expansion and we are looking to add to our diverse team of innovators.
Now is the ideal time to join us in our mission to solve healthcare’s biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.
Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.
How you will impact the organization…
We are seeking a dedicated professional committed to delivering an outstanding experience to every customer. Key qualities for success in this role include enthusiasm, passion, and energy. While prior call center experience is not mandatory, a solid background in customer service is essential.
The successful candidate will provide phone and email support to prospective and existing eFax corporate and consumer clients, handling everything from account setup, logins, and technical troubleshooting to billing inquiries, plan changes, cancellations, and general customer care.
The value you will deliver…
- Deliver exceptional customer support, manage general inquiries and cancellation requests, and appropriately escalate complex issues or complaints.
- Customer Retention & Follow-up: Retain existing customers inquiring about service cancellation via phone or email, and maintain proactive communication regarding open account inquiries.
- Billing Support: Periodically contact customers to assist with payment collection and processing updates to payment methods.
- Documentation & Reporting: Accurately track, log, and report details for all inbound and outbound customer interactions within internal company systems.
- Product Expertise & Problem Solving: Build and maintain a thorough understanding of company offerings, policies, and procedures to effectively diagnose and resolve customer issues.
- Offer regular insights, operational feedback, and recommendations for improvement to management when needed.
- Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.
What you will bring to the table…
- Previous customer service experience is a must (call centre experience is an advantage).
- Excellent verbal and written communication proficiency in English is required; fluency in French is considered an asset.
- Must be enthusiastic, friendly, professional, polite, and have a great attitude.
- Great soft skills – empathy, patience, being calm, positive, active listener etc.
- Strong attention to detail, follow up skills and ability to multi-task.
- PC proficiency; Knowledge of MS Word, Excel and Outlook.
- Ability to work both independently and as part of a team environment.
You will stand out if you also have…
- Proficiency/fluency in French
- Great soft skills – including empathy, patience, composure, a positive attitude, and active listening capabilities.
- Demonstrates exceptional multitasking capabilities, meticulous attention to detail, and consistent follow-through skills.
Remote Roles
- Location requirements: Fully remote within Canada.
- Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
- Technology requirements: Reliable, high speed internet
- Eligible for sponsorship: No
Hourly Roles with commission
The compensation for this role is up to CAD 18.00 - CAD 27.75 an hour. This position may be eligible for pre-approved overtime. Also included in this package for this position for compensation considerations may also include ESPP, accrued vacation, sick time, holidays and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.
We are not accepting agency submissions for this role.
To learn more about us visit
Skills
As published by greenhouse · 12 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (5)
- Where did you hear about this job?
- If so, please let us know which company and the approximate dates you were employed there. optional
- If you were referred by a current Consensus employee, please list their name so we can thank them. optional
- Consensus Cloud Solutions honors pay transparency by listing salary ranges on each of our job postings. Does the range listed align with your targeted compensation?
- Consensus is committed to an equitable and inclusive hiring process. If you require special accommodations during the interview, please share those here. We are happy to provide accommodations when possible. optional
Pick from a list (7)
- Are you a current Consensus team member?
- Have you ever been employed by Consensus Cloud Solutions or any of it's affiliates?
- Were you referred by a current Consensus team member?
- Are you legally authorized to work in the country required for this role?
- Do you now, or will you in the future, require immigration sponsorship for work authorization (e.g., H1-B)?
- In which state / province do you live in?
- I consent to and authorize Consensus Cloud Solutions, Inc., its subsidiaries and its authorized agents (“Consensus") to collect, use and disclose the personal information contained in this employment application to conduct background checks, including criminal background checks, in connection with my candidacy for employment at Consensus. I further authorize Consensus to communicate with all my former employers, business associates, school officials and persons named as references. I understand that in order to complete a thorough investigation of the information included on this application, my education and employment will be verified to obtain information regarding my character and qualifications. I hereby release all employers, schools, third party agencies and individuals contacted from any liability for any damage whatsoever resulting from giving such information. I also understand that Consensus may establish and maintain a file of personal information about me in accordance with all applicable legislation. Further information as to how we process your personal information and your rights in relation thereto (including your right to withdraw such consent) are set out in our Recruitment Privacy Policy located at https://www.consensus.com/recruitment-privacy-policy/ I affirm that the information provided on this form is true and accurate to the best of my knowledge. I further understand by filling out this electronic application that the act of submitting this is authorization and a written signature is not required.