Customer Care Representative

CUSTOMER CARE REPRESENTATIVE

Job Description New Season Treatment Centers have been a leading national healthcare service provider of outpatient treatment centers for over 30 years, specializing in safe, quality, and best‑in‑class care for individuals living with Opioid Use Disorder ("OUD"). Operating in over 70 treatment centers across multiple states, our team members provide medication‑assisted treatment, counseling, support, and care management for individuals with OUD. We treat the whole person and address underlying causes to provide a continuum of care that supports the patient’s journey to recovery. Reports to: Call Center Director Job Code: 188 Department: Call Center FLSA: Non-Exempt Direct Reports: 0 Job Summary This position is responsible for interfacing with customers and potential customers via inbound phone calls to provide customer service or set intake appointments for our treatment facilities. The primary focus is to retain or re‑establish relationships with existing customers and acquire new customers. The role is on‑site and does not require telemarketing. Outbound calls for returning voicemails and special projects are required. Essential Functions Answers or returns calls to customers to learn about and address their needs. Responds efficiently and accurately to customers, explaining possible solutions and ensuring customers feel valued and supported. Builds rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during training. Uses decision‑support computer software programs to respond to common customer inquiries and requests. Ensures that customers understand product information and provides additional information as needed. Listens attentively to customer needs and concerns and demonstrates empathy. Prepares complete and accurate work and updates customer records. Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfers customers to an appropriate party to address their needs. Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participates in activities designed to improve customer satisfaction and business performance. Raises issues proactively and in a timely manner. Other duties as assigned. Supervisory Responsibilities None Essential Qualifications Education/Licensure/Certification: High School Diploma or GED. Required Knowledge: Computer skills and proficiency with Microsoft Office and Google. Excellent internal & external customer service and communication skills. Experience Required: 1 year high volume telephonic Customer Service experience. Prior health care based call center experience is a plus. Prior Sales experience is a plus. Skill and Ability: Exceptional customer service, active listening and verbal and written communication skills in a fast paced environment. Demonstrated experience with multi‑line phone systems. Ability to work with integrity and the experience, confidence and presence to effectively handle interpersonal relationships. Strong organizational skills with a keen ability to prioritize and multitask. Ability to adhere to and meet deadlines. Experience in handling sensitive, confidential information. Excellent communicator (oral and written) including the desire to ask questions and learn from co‑workers. Strong administrative and data entry skills. Bilingual is a plus. Physical Demands/Work Environment Finger Dexterity: Use primarily for writing, operating calculator, telephone, keyboard and other office equipment. Talking: To convey detailed or important instructions to employees, patients and applicants. Hearing: Ability to hear normal conversations and receive ordinary information. Vision: Average, ordinary, visual acuity necessary to observe and work on a computer. Clear vision at 20 inches or less and distant vision at 20 feet or more. Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 pounds of force occasionally. Working Conditions: Ability to operate in an open work area with moderate everyday noise. Core Competencies Approachability Change Management Communication (Oral and Written) Ethics/Values/Integrity Influencing/Persuading Listening Problem Solving Strategic Planning/Thinking Mental Activities Reasoning Ability: Ability to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to maintain confidentiality. Job Or State Requirements HS diploma or equivalent #J-18808-Ljbffr New Season