Experienced Customer Service Representative II (Remote) in Columbus, OH at careerzynith
Join careerzynith, a leading organization in the healthcare industry, as we seek an experienced Customer Service Representative II to support our CDC INFO program. As a key member of our team, you will play a vital role in providing exceptional customer service to the public, healthcare providers, and public health professionals. If you possess excellent communication skills, a passion for delivering outstanding customer experiences, and a strong ability to work independently, we encourage you to apply for this exciting opportunity.
**About careerzynith**
careerzynith is a renowned organization that has been at the forefront of healthcare innovation for decades. Our commitment to delivering high-quality services and solutions has earned us a reputation as a trusted partner in the industry. With a strong focus on customer satisfaction, we strive to create a positive impact on the lives of those we serve. As a member of our team, you will be part of a dynamic and supportive environment that fosters growth, learning, and collaboration.
**Job Summary**
As a Customer Service Representative II, you will be responsible for providing exceptional customer service to a diverse range of clients, including the general public, healthcare providers, and public health professionals. You will be the primary point of contact for customers seeking information on various health-related topics, and you will be expected to provide accurate, timely, and professional responses. Your role will involve:
* Providing customer service for basic and routine inquiries and problems via multiple channels, including phone, email, web chats, and written letters
* Utilizing computerized systems for tracking, information gathering, and troubleshooting
* Providing feedback and input on call trends, processes, procedures, and training
* Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Maintaining up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
* Tracking and documenting all inquiries, appointments, and kits using CRM and applicable systems
* Meeting Quality Assurance (QA) and other key performance metrics
* Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
* Continually looking for and suggesting process improvements that will benefit careerzynith, CDC, and the public
**Essential Duties and Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple channels
* Utilize computerized systems for tracking, information gathering, and troubleshooting
* Provide feedback and input on call trends, processes, procedures, and training
* Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
* Track and document all inquiries, appointments, and kits using CRM and applicable systems
* Meet Quality Assurance (QA) and other key performance metrics
* Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
* Continually look for and suggest process improvements that will benefit careerzynith, CDC, and the public
**Minimum Requirements**
* High School diploma or equivalent with 6 months of customer service experience
* Must be able to speak and write English clearly and professionally
* Successfully complete the written assessment
* Highly effective communicator with strong ability to provide an excellent empathetic customer experience
* Excellent listening, comprehension, communication, problem-solving, and customer service skills
* Experience working with a PC, MS Word, and Outlook required
* Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
* Proven ability to work as a member of a team, as well as independently
* All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes
* All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure
**Preferred Requirements**
* Previous experience with phone systems and headset preferred
* Must be able to work from home and comply with remote working policies and requirements
* Flexibility - Required to work holidays, weekends, and/or weekends to meet operational needs
* Must be able to work alternate schedules
**Home Office Requirements**
* Internet speed of 25mbps or higher download and a upload of 10mbps or higher required
* Preferred Windows or Mac (no Chromebooks or tablets)
* Hardwired internet (ethernet) connection
* Private work area and adequate power source
**What We Offer**
* Competitive salary range: $17.75 - $22.17 per hour
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.
**Pay Transparency**
For positions on this contract, careerzynith will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Apply for this job
**About careerzynith**
careerzynith is a renowned organization that has been at the forefront of healthcare innovation for decades. Our commitment to delivering high-quality services and solutions has earned us a reputation as a trusted partner in the industry. With a strong focus on customer satisfaction, we strive to create a positive impact on the lives of those we serve. As a member of our team, you will be part of a dynamic and supportive environment that fosters growth, learning, and collaboration.
**Job Summary**
As a Customer Service Representative II, you will be responsible for providing exceptional customer service to a diverse range of clients, including the general public, healthcare providers, and public health professionals. You will be the primary point of contact for customers seeking information on various health-related topics, and you will be expected to provide accurate, timely, and professional responses. Your role will involve:
* Providing customer service for basic and routine inquiries and problems via multiple channels, including phone, email, web chats, and written letters
* Utilizing computerized systems for tracking, information gathering, and troubleshooting
* Providing feedback and input on call trends, processes, procedures, and training
* Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Maintaining up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
* Tracking and documenting all inquiries, appointments, and kits using CRM and applicable systems
* Meeting Quality Assurance (QA) and other key performance metrics
* Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
* Continually looking for and suggesting process improvements that will benefit careerzynith, CDC, and the public
**Essential Duties and Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple channels
* Utilize computerized systems for tracking, information gathering, and troubleshooting
* Provide feedback and input on call trends, processes, procedures, and training
* Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
* Track and document all inquiries, appointments, and kits using CRM and applicable systems
* Meet Quality Assurance (QA) and other key performance metrics
* Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
* Continually look for and suggest process improvements that will benefit careerzynith, CDC, and the public
**Minimum Requirements**
* High School diploma or equivalent with 6 months of customer service experience
* Must be able to speak and write English clearly and professionally
* Successfully complete the written assessment
* Highly effective communicator with strong ability to provide an excellent empathetic customer experience
* Excellent listening, comprehension, communication, problem-solving, and customer service skills
* Experience working with a PC, MS Word, and Outlook required
* Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
* Proven ability to work as a member of a team, as well as independently
* All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes
* All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure
**Preferred Requirements**
* Previous experience with phone systems and headset preferred
* Must be able to work from home and comply with remote working policies and requirements
* Flexibility - Required to work holidays, weekends, and/or weekends to meet operational needs
* Must be able to work alternate schedules
**Home Office Requirements**
* Internet speed of 25mbps or higher download and a upload of 10mbps or higher required
* Preferred Windows or Mac (no Chromebooks or tablets)
* Hardwired internet (ethernet) connection
* Private work area and adequate power source
**What We Offer**
* Competitive salary range: $17.75 - $22.17 per hour
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.
**Pay Transparency**
For positions on this contract, careerzynith will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Apply for this job