Customer Care Representative

Description

CUSTOMER CARE REPRESENTATIVE

Job Description

New Season

For over 30 years, New Season Treatment Centers have been a leading national health care service provider of outpatient treatment centers that specialize in providing safe, quality and best in class care for individuals living with Opioid Use Disorder ("OUD").

Operating in over 70 treatment centers in multiple states, our team members are engaged in medication-assisted treatment, counseling, support, and care management of individuals living with OUD. We treat the whole person and, in so doing, address the underlying causes of OUD in an effort to provide a continuum of care that not only addresses treatment needs but supports the patient on their 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 for the purpose of providing customer service or setting intake appointments into one of our treatment facilities. The primary focus will be to either retain or re-establish relationships with our existing customers and to acquire new customers. This is an on-site call center position and there is no telemarketing required. Outbound phone calls are required for returning voicemails and working on special projects.

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 provides additional information to customers 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:

(This position will supervise non-exempt staff in support roles performing duties described in "Essential Functions".)

None

Essential Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

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: This position requires 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:

(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

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:

(The working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• 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:

(The mental activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

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.

Mathematics Ability: