Order Intake I/Customer Service Contact Center Rep (M-F 8a-5p)

Job Description

Job Description

Order Intake 1

Customer Service Contact Center Rep

Monday to Friday 8a-5p

On-Site in Palm Springs, FL

As a Customer Service Representative (Order Intake), you’ll manage incoming orders, approvals, and updates, playing a vital role in supporting our customers and ensuring operational success. This role requires strong administrative skills, excellent communication abilities, and attention to detail to complete daily responsibilities efficiently.

Key Responsibilities:

• Make initial contact with new patients to verify addresses, phone number, and obtain a secondary contact.
• For emergency orders, contact patients upon receipt of the order.
• Respond to and route incoming calls appropriately, transferring them as necessary.
• Provide excellent customer service to veterans, retail customers, and VA officials via phone, in person, and email.
• Resolve customer complaints, concerns, and inquiries in a timely manner, documenting them in the complaint log.
• Record thorough notes in Salesforce and set follow-up reminders as needed.
• Relay real-time information from field technicians to clients, ensuring clear communication.
• Prepare and maintain a daily task list for efficient workflow.
• Create accurate work orders in our software system and ensure entries are correct.
• Handle incoming calls from clients and technicians, documenting service completion details.
• Monitor email inboxes for new service requests, updates, and system messages.
• Work across multiple software platforms, both internal and client-facing.
• Build and maintain strong client relationships to support continued engagement.
• Respond to daily emails in both the main order intake and assigned work email inboxes.

Location:

• On-Site in Palm Springs, FL 33406 (Must reliably commute or plan to relocate before starting work).

Compensation:

• $20.00 - $22.00 per hour

Benefits Include:

• 401(k) with matching
• Dental, health, and vision insurance
• Paid time off and parental leave

Qualifications:

• 2-3 years of call center experience (Required)
• 2-3 years of order intake experience with customer service (Required)
• 2-3 years of heavy inbound phone and email inquiries that requires clear communication with both veterans and team members
• 2-3 years of work experience managing both proactive scheduling and communication
• Experience with high call and email volume with clear communication for veterans and team members
• Strong scheduling experience, managing both proactive communication and scheduling
• Proficient with email and order management software; familiarity with a CRM (client relationship management) software tool such as SalesForce CRM preferred
• Excellent verbal and written communication skills with the ability to manage client interactions professionally
• Ability to pass a background check

Work Environment:

• In-person in an office setting located on-site in Palm Springs, FL

Schedule:

• Monday to Friday 8a to 5p
• Paid Training Monday to Friday 8a to 5p
• Potential work after hours, holidays and weekends