[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. InnovAge is dedicated to empowering seniors to live independently, and they are seeking a Customer Service Representative to provide excellent customer service by assisting customers and their families with inquiries and resolving issues. This role involves handling customer interactions through various channels and collaborating with departments to ensure a positive experience for customers.ResponsibilitiesRespond to customer inquiries via phone, email, text messaging, and MyChart in a timely and professional mannerProvide accurate information about PACE and PACE servicesResolve customer complaints, escalating issues to supervisors when necessarySubmit customer grievances when indicatedEngage in every interaction with professionalism and service focusRepresent InnovAge in a positive mannerIdentify and troubleshoot customer issues in real time, providing appropriate solutions and alternatives as indicatedFollow up with customers to ensure resolution and satisfactionAppropriately escalate issues outside of scopeFollow approved scripting and triage protocolsMaintain a thorough understanding of PACE, PACE services and InnovAge to effectively assist and problem solve for customersStrive to exceed customer expectations in every interactionPromote a positive company image by delivering exceptional customer serviceAssist in developing and implementing customer service procedures and policiesWork closely with center and support departments to effectively solve customer issuesCommunicate customer feedback and insights to relevant departments to improve customer experiencesDocument all customer interactions, inquiries, complaints, and resolutions accurately in the Electronic Medical Record and/or customer Relations Management SystemParticipate in training programs to enhance PACE and InnovAge knowledge and customer service skillsProvide suggestions for improving customer service processes and overall customer experienceSkillsExcellent communication skills, both verbal and writtenStrong problem solving and analytical abilitiesAbility to handle challenging interactions with professionalism, patience, and empathyProficient in using customer service software and electronic medical records (EMRs)Ability to work both independently and as part of a teamStrong organizational skills and attention to detailHigh school diploma or equivalent is requiredMinimum of one (1) year of experience in a customer service role is requiredProven track record of maintaining productivity and availability standards in a remote work environment is requiredAssociate's or Bachelor's degree in related fieldCustomer service, call center service, or similar certification preferredExperience in a call center environment is a plusFamiliarity with customer relationship management (CRM) software and electronic medical records (EMR) is helpful, experience with Epic EMR is preferredBenefitsMedical/dental/vision insuranceShort and long-term disabilityLife insurance and AD&DSupplemental life insuranceFlexible spending accounts401(k) savingsPaid time offCompany-paid holidaysCompany OverviewInnovAge mission is to enable seniors to age independently in their own homes for as long as possible. It was founded in 1990, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is https://www.innovage.com/.



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