Inbound Customer Service Patient Representative

Inbound Customer Service Patient Representatives provides a high level of customer service while generating appointments by answering incoming calls working in a premier contact center.

The role includes utilizing the customer management software to manage and track the results of contacts

Key Responsibilities:

• Provide high level customer service with graceful, high-level, pleasant conversations
• Answer various questions regarding hearing health and set appointments with the guidance of a script
• Rebuttal and probe to retain client base
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer returned inbound calls as needed after initial outbound contact
• Handle inbound, lead generation, email correspondence, web correspondence and chat
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Learn and understand basic industry knowledge
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity

Requirements:

• 2+ years of call center experience
• Proven track record of delivering exceptional customer service
• Intermediate proficiency in MS Word and Excel
• Typing proficiency and computer savvy
• Must have reliable transportation to commute to Parsippany, NJ Monday through Friday

Skills:

• Multitask using various applications simultaneously
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Ability to understand the customer’s requirements promptly and present solutions that meet their needs.
• Excellent interpersonal communication skills
• Ability to multitask and manage time in a fast-paced environment
• Skilled in handling objections and rejection
• Professional telephone etiquette skills
• High proficiency with written correspondence
• Highly motivated and receptive to coaching
• Strong problem-solving and organizational skills
• Team Player
• Self-sufficient and passionate about success

Additional Responsibilities:

May take on additional responsibilities and tasks to support the growth and success of the team and organization.

Schedule:

40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs.

Every other Saturday from 9:00 a.m. - 5:30 p.m. with one day off between Monday and Friday.

Compensation:

• $21.00 - $24.00 an hour depending on experience
• Commission eligible

Benefits

We offer a competitive and comprehensive benefits package which includes:

• 401(k) with matching
• Health, dental, and vision insurance
• Life insurance -employer paid
• Option to purchase additional life insurance - AD&D
• Critical Illness
• Hospital Indemnity
• STD & LTD
• Paid time off
• Employee discounts
• Legal Insurance
• Pet Insurance

MLM Hearing, LLC is proud to be an Equal Opportunity Employer and we support and depend on the diversity of our staff.