Customer Service Representative

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is a leading digital cloud fax and interoperability solutions provider 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 communicate. This organization is a trailblazer in its industry and believes that data transformation will reshape the world of healthcare.

With a technology heritage spanning over 25 years, the organization moves 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.

The organization leads the industry in data exchange solutions and is continuing its strategic expansion with exciting new initiatives on the horizon. The team is looking to add to its diverse group of innovators. Now is the ideal time to join in solving healthcare’s biggest challenges and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. Many remote and hybrid career opportunities are offered.

Key Responsibilities

• Provide an excellent customer experience to all customers.
• Deal with existing and future customers to answer inquiries by phone and email on topics such as login issues, account changes or set-up, technical and troubleshooting issues, cancellation requests, product plans, billing inquiries, and general customer support.
• Efficiently and professionally support customers via phone and email, ensuring accuracy in all interactions.
• Provide exceptional customer service and promptly escalate any complex issues or complaints.
• Focus on retaining existing customers who contact the organization to cancel their service.
• Communicate with customers regarding account inquiries and ensure timely follow-up.
• Maintain and develop in-depth knowledge of the organization's products, services, policies, and procedures.
• Periodically contact customers to facilitate payment collection or update payment methods.
• Accurately report on all inbound and outbound calls, logging and tracking details within company systems.
• Utilize acquired knowledge and information to effectively troubleshoot and resolve customer issues.
• Regularly provide constructive feedback, suggestions, and improvement ideas to the team supervisor.
• Perform other duties and responsibilities as required, assigned, or requested.

Required Qualifications

• Candidate must be a U.S. native citizen with security clearance as they will be required to support VA/FED customers.
• 1+ year of experience in a customer service environment.
• Required to work the specified shift pattern: Tuesday-Saturday: Tuesday-Thursday 8:30pm-5:00am PST, Friday: 6pm-2:30am PST, Saturday: 3pm-11:30pm PST.
• Must be fluent in English, both verbal and written.
• Excellent communication skills (oral and written).
• Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitude.
• Strong soft skills, including empathy, patience, a calm disposition, positivity, and active listening.
• PC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc).
• Proven experience in a customer service environment is essential, with call center experience being a significant advantage.
• Exceptional communication skills, both written and verbal.
• Demonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listening.
• Must be enthusiastic, friendly, professional, and polite, with an excellent attitude.
• Strong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-task.
• PC proficiency, with working knowledge of MS Word, Excel, and Outlook.
• Ability to contribute effectively as part of a team while also being capable of independent work.
• Must have reliable internet (partial reimbursement is available).

Preferred Qualifications

• Strong Customer Service Background/Experience

Additional Information

• Location requirements: Fully remote within the U.S.
• Travel requirements: Up to 10% travel.
• 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
• Security clearance: Ability to achieve and maintain a security clearance with the U.S. Government is required.

The salary range for this role is $17.50 - $27.50 USD an hour. The total compensation package for this position is negotiable and may also include annual performance bonus, ESPP, enhanced time off packages and benefits. This job will remain open until a qualified candidate is hired.

The hiring company is not accepting agency submissions for this role.