Call Center Customer Service Representative

Job Description

Job Description

Call Center Customer Service Representative

Department: Customer Service / Call Center
Reports To: Call Center Supervisor / Manager
Employment Type: Full-Time
Location: Houston, TX 

Position Summary

The Call Center Customer Service Representative is responsible for providing exceptional customer service and support to patients, customers, providers, and internal team members. This position serves as a primary point of contact by phone and other communication channels, assisting with questions, scheduling, account information, service requests, and issue resolution.

The ideal candidate is professional, empathetic, patient, detail-oriented, and able to effectively manage a high volume of calls while maintaining a positive customer experience.

Essential Duties and ResponsibilitiesCustomer Service

• Answer incoming calls promptly and professionally while following established call-handling procedures.

• Provide accurate, courteous, and timely assistance to customers and patients.

• Listen carefully to customer concerns and determine the appropriate resolution.

• Explain company policies, procedures, services, and processes clearly.

• Handle difficult or upset customers with professionalism, patience, and empathy.

• Escalate complex issues to the appropriate department or supervisor when necessary.

• Follow up on customer inquiries and outstanding issues to ensure resolution.

Scheduling & Service Support

• Schedule, reschedule, and cancel appointments or services as appropriate.

• Confirm customer and patient information and maintain accurate records.

• Assist customers with questions regarding appointments, services, locations, and general processes.

• Coordinate with internal departments and staff to resolve customer needs.

• Provide appropriate instructions and information while staying within the scope of the position.

Call Center Operations

• Manage a high volume of inbound and/or outbound calls while maintaining quality and professionalism.

• Meet established performance standards for call volume, response time, attendance, customer satisfaction, and quality.

• Accurately document all customer interactions in the appropriate system.

• Maintain confidentiality and protect customer and patient information.

• Follow all company policies, procedures, and applicable privacy and compliance requirements.

• Participate in training, coaching, quality assurance reviews, and team meetings.

• Assist with outbound calls, reminders, surveys, follow-ups, or other customer outreach as assigned.

Documentation & Administrative Responsibilities

• Enter and update information accurately in electronic systems.

• Maintain detailed and timely documentation of customer interactions.

• Identify recurring customer issues and communicate trends to management.

• Complete assigned administrative tasks and reports.

• Maintain knowledge of company services, policies, procedures, and systems.

Performance Expectations

The Call Center Customer Service Representative is expected to:

• Provide a consistently positive customer experience.

• Demonstrate professionalism and a customer-first attitude.

• Maintain accuracy while working efficiently.

• Meet established call center performance metrics.

• Maintain reliable attendance and punctuality.

• Protect confidential customer and patient information.

• Demonstrate accountability and follow through on assigned responsibilities.

• Work effectively as part of a team.

• Accept coaching and continuously work to improve performance.

Key Performance Indicators (KPIs)

Performance may be evaluated using the following metrics:

• Customer satisfaction scores

• Call quality scores

• Average handle time

• First-call resolution

• Call abandonment/answer rate

• Schedule accuracy

• Attendance and punctuality

• Documentation accuracy

• Productivity and call volume

• Escalation rates

• Compliance with company procedures

QualificationsRequired

• High school diploma or equivalent.

• Previous customer service, call center, healthcare, administrative, or related experience preferred.

• Excellent verbal and written communication skills.

• Strong active listening and problem-solving abilities.

• Professional and courteous telephone manner.

• Ability to remain calm and professional in stressful situations.

• Strong attention to detail and accuracy.

• Ability to work effectively in a fast-paced, high-volume environment.

• Basic computer proficiency and ability to learn new software systems.

Preferred

• Previous call center or healthcare customer service experience.

• Experience with electronic health records (EHR), customer relationship management (CRM), scheduling, or call center platforms.

• Bilingual skills are a plus.

• Experience working with confidential or sensitive customer information.

Skills and Competencies

• Customer Focus: Demonstrates genuine concern for customers and works to resolve issues effectively.

• Communication: Communicates clearly, professionally, and respectfully.

• Empathy: Demonstrates patience and understanding when dealing with customer concerns.

• Problem Solving: Identifies issues and determines appropriate solutions.

• Attention to Detail: Accurately records information and follows established procedures.

• Technology: Learns and effectively uses computer systems, software, and communication tools.

• Time Management: Prioritizes tasks and manages multiple responsibilities effectively.

• Teamwork: Works collaboratively with coworkers, supervisors, and other departments.

• Adaptability: Adjusts effectively to changing priorities, processes, and customer needs.

Work Environment

This position operates in a professional call center environment and may require extended periods of sitting, working at a computer, and speaking on the telephone or through other communication platforms.

The position may require flexibility to work scheduled shifts, including occasional evenings, weekends, holidays, or extended hours based on business needs.

Physical Requirements

• Ability to sit and work at a computer for extended periods.

• Ability to communicate effectively by telephone and electronic communication.

• Ability to frequently use a computer, keyboard, mouse, and telephone equipment.

• Ability to maintain concentration and attention to detail in a high-volume environment.

Confidentiality & Compliance

Employees are expected to maintain strict confidentiality regarding customer, patient, employee, and company information. Employees must comply with all applicable company policies, privacy requirements, security standards, and regulatory requirements associated with their position.

Equal Employment Opportunity

Synergenx is an equal opportunity employer and is committed to providing a workplace free from unlawful discrimination and harassment. Employment decisions are based on qualifications, performance, business needs, and other lawful considerations.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Management reserves the right to modify responsibilities and requirements based on business needs.

8am-5pm Monday Through Friday