Job Description

Customer Service Representative

Location: Nashville, TN. Office: Remote Schedule: Monday to Friday. Rotating Saturday every 4-6 weeks. Hours: 7 am - 9 pm EST

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

Overview

We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients/healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient/healthcare provider satisfaction while maintaining professionalism and empathy at all times.

Benefits

• $16 USD per hour.
• Employee benefits (Healthcare, Paid Time Off, & 401K).
• Meditation app.
• Referral program.
• Paid training.
• Work from home.
• Computer equipment.
• Great culture.
• Growth opportunities.

Education & Experience

• High school diploma or equivalent.
• 1+ year of customer service experience in a fast-paced environment.
• Healthcare experience is not required but is considered a plus.
• Startup experience is a plus.

Skills & Responsibilities

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers.
• Strong communication and interpersonal skills.
• Empathetic attitude with a positive and professional demeanor.
• Ability to handle challenging customer interactions calmly and effectively.
• Detail-oriented with strong organizational skills.
• Tech-savvy and comfortable using CRM and online support tools.
• Self-motivated and quick to adapt to new information and procedures.
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates).
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.
• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR).
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.
• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.
• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed).
• Perform other related duties as assigned by managers.
• Ability to thrive in a fast-paced, dynamic environment with frequent changes.
• Open to working all shifts as needed by the business.
• Other related tasks assigned by managers of the Clients and/or Helpware.

Physical and Mental Requirements

• Must be physically willing and able to sit for an 8-hour shift.
• Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.
• Must be physically willing and able to manage multiple chat conversations simultaneously.
• Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.
• Must have the ability to thrive in a high-volume, fast-paced call center environment.

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