Customer Support Rep I

Overview

Department Overview

The mission of the Customer Service Division is to provide exceptional personalized service to all of our customers every time they contact us. This is achieved by the courteous, accurate and efficient manner that our associates handle questions and issues from our customers. The Customer Service Division upholds our reputation as the "Caring Company" through the professionalism and dedication that each call center associate displays in their daily effort to improve the quality of our service to our customers.

Realistic Job Preview

Please view the following video for a realistic job preview of the Customer Support Representative I position.

Primary Responsibilities

This is a training position designed to prepare incumbents for contact with customers in the Customer Service Call Center. Associates will progress through a series of training modules, including lecture, role-play, and computer-based instruction. Finally, associates will respond to live calls under supervision of a trainer or mentor. Associates must meet performance criteria for each training module in succession.

Upon successful completion of the training program, the associate is eligible for placement in the Customer Support Representative I position. The associate will be responsible for providing efficient, prompt, and professional service to customers on inquiries received. The associate will work a predetermined schedule, including set lunches and breaks to ensure appropriate staff is available to assist customers. This position requires the usage of proper grammar and articulation. Also required is using a keyboard to effectively interface with the system ensuring customer contacts are documented immediately.

Summary of Qualifications

• Experience in a position using a keyboard and/or personal computer
• Demonstrated experience communicating effectively in order to interact with customers
• Experience in a position understanding and interpreting complex oral and written directions
• Experience in a position multi-tasking and organizing work responsibilities
• Experience with medical terminology, ICD-10, and/or CPT coding preferred
• Experience in a corporate or office setting preferred
• Experience in a clinical setting (i.e. physician's office, clinic, hospital, home health) preferred
• Bachelor's degree preferred

Our Investment in You:

You do not have to be an expert to be part of our team. We are not a scripted call center. No two members, problems, or resolution journeys are the same. Sometimes you will not know the right answer, but we are looking for someone who is always up for the challenge. As long as you bring the passion for customer service, problem solving and commitment to serve others, we will invest in you to take care of the rest. We will provide fun, thorough and paid training that will teach you everything you need to know to feel confident handling customer issues with a team of support by your side.

After successfully completing the training program, you will have the opportunity to progress through our career pathways in as little as 18 months. So come grow with us!

Note:

Additional incentive opportunities will be available after completion of training. The location expectation is for this position to be primarily hosted onsite at our Birmingham corporate office with some hybrid flexibility. Opportunities for full-time remote work can become available as you progress through career pathway.

Work Location

The work location for this position will be hybrid (onsite/remote). However, the primary expectation is for training to be completed fully onsite at our corporate office in Hoover, Alabama. The training program lasts approximately 20 weeks. Upon successful completion of training, associates will be required to work onsite up to 3 business days per week.

During the training program, the associate will work a predetermined schedule Monday through Friday, from 8:00 a.m. to 4:45 p.m., which includes designated lunch and break times. Our call center operates Monday through Friday from 7:00 a.m. to 6:00 p.m. Upon successful completion of training, work schedules are assigned based on operational needs and are influenced by attendance and performance.

Business areas reserve the right to require associates to return to the office as needed, based on performance or other business considerations. A hybrid work schedule is subject to amendment or termination at any time by the Company.


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