Job Title: Customer Service I
Location: Gainesville, FL – Onsite – Local candidates only
Period: 08/16/2024 to 07/31/2025, with possibility of extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $18 - $20/hour
Contract Type: W-2 only

**
Scope of Services:**

The Customer Service Representative will be responsible for providing exceptional service to customers by taking inbound or placing outbound calls to deliver accurate information. The role involves utilizing a database to retrieve customer or company information, ensuring a high level of accuracy and efficiency. The representative must exhibit patience, tact, empathy, and problem-solving skills while maintaining consistently good voice quality. Additionally, the ability to learn and follow detailed instructions, use various resources, and work with complex computer applications across multiple operating environments (Windows, DOS, Mainframe) is essential.

The Customer Service Representative will be handling 50 to 60 calls per day from patients regarding questions on product and/or supplies needed. Using Salesforce Patient Connect will be entering prescriptions and quantities and following through the order process with the supply teams. These are patients who have had surgery and go home or to rehab centers; the need is for follow-up with these patients for compliance purposes and to ensure they have the necessary quantity of supplies; but more so partner in their care; hospitals are broken down by territory and there are 400 to 600 patients in these territories.

Role, Responsibilities & Deliverables:

• Take inbound or place outbound calls to provide customers with information and assistance.
• Utilize a database to retrieve and manage customer or company information.
• Follow detailed instructions and use a variety of resources to ensure accurate and efficient information delivery.
• Demonstrate patience, tact, empathy, and problem-solving skills in every customer interaction.
• Maintain consistently good voice quality and handle calls with speed and accuracy.
• Organize and manage calls efficiently, using complex computer applications and resource materials.
• Operate in multiple operating environments, including Windows, DOS, and Mainframe.

Experience:

• 2 years plus minimum great attitude and empathy
• Medical Billing background is fine but must come with empathy for the target population they serve
• Will provide reports on risks; will need to multi-task, have an eye for details, will be on the phones and deliver "white glove" service; role is very patient focused
• Must be an independent driver of process as they will work with larger team for required collaboration and other divisions/supply chain
• Will use PC Salesforce platform, MS Office Suite, Excel/PPT/Word
• Will use SharePoint site to load documents and reference population details, Excel - Basic - be able to hide/unhide data, scroll
• Call Center experience must be within Medical industry

Skills:

• Strong organizational skills to manage and prioritize tasks effectively.
• Ability to learn and adapt quickly to new systems and processes.
• Proficient in using various computer applications and navigating multiple operating environments.
• Strong problem-solving skills and the ability to handle difficult situations with tact and empathy.