Customer Service Representative

Our Company:Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives. The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution.In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales. Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers. iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.Responsibilities:Answer inbound calls from patients, clients, and partners with professionalism, empathy, and efficiencyTroubleshoot questions or concerns and provide accurate information regarding our services or productsEscalate clinical or technical issues appropriately, collaborating with internal teams for timely resolutionMaintain clear, accurate call documentation in the system and follow call center protocols to ensure compliance and call quality standardsMeet call performance goals, including but not limited to call volume, resolution rate, and customer satisfactionSupport cross-functional projects and initiatives as needed, such as patient outreach campaigns, data entry or cleanup, process improvement efforts, and other operational tasksPerform other duties as assigned to support overall team and organizational goals if needed Skills:Tech-savvy with strong problem-solving skillsProminent active-listening and verbal-communication skills, while being passionate about fostering interpersonal relationships with customersAbility to prioritize and manage time effectively Proficient in navigating computer systems and databases, such as Google Suite applicationsSelf-starter with the ability to work independently and as part of a teamAdaptable and willing to take on new responsibilities beyond core duties as business needs evolveQualifications:A Bachelor's degree in Communication, Business Administration or other relevant fields is REQUIREDBilingual capability with Cantonese, Vietnamese, or Mandarin is REQUIREDProven experience in a call center or customer service role is highly preferred Benefits Comprehensive training and ongoing support for professional developmentMedical, Dental, Vision, Life Insurance, and 401KPaid Time Off, Federal Holidays, and LeavesAnnual Performance-Based Bonus

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