Customer Service I
Job Title: Customer Service I
Location: Livermore, CA – Onsite – local candidates only
Period: 10/07/2024 to 10/06/2025 - possibility of extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $20 - $22/hour
Contract Type: W-2 only
Scope of Services:
The Customer Service phone agent receives inbound calls from customers for supply orders or additional questions and performs outbound calls to the customer. This role is a Customer Service role as well and includes some technical support on equipment. Knowledge of Apple products is a plus. Must be able to learn and follow detailed instructions, use a variety of resources and possess good organizational skills to provide accurate information. Must demonstrate patience, tact, empathy and problem-solving skills with consistently good voice quality. Can organize and handle calls with speed and accuracy. Can work with complex computer applications and resource materials. Can use multiple operating environments (Windows, DOS, Mainframe).
Responsibilities:
- Maintain a customer base in the Remote Patient Monitoring platform.
- Accountable for VW enrollment calls and equipment training / set up.
- Accountable for Compliance follow up.
- Conduct customer monthly calls
- Place supply and Equipment orders
- Follow up with Vendors as necessary.
- Ability to work reports and follow through on orders placed.
- Ordering, Shipping, Confirmation of Delivery and RMA if needed.
- Perform outbound calls to customers to notify of shipping issues such as a delay or missing information.
- Resolve or report any problems that may occur.
- Assist with implementation of workflow productivity improvements.
- Follow all regulatory policies and procedures, privacy, and security standards in accordance with Government agencies to include HIPAA requirements.
- Understand and adhere to all business processes and procedures.
- Maintain a culture of accountability.
- Adhere to the department metric standards set by your supervisor or manager.
Basic Qualifications:
- Minimum of One year of Customer Service experience
- MS Office knowledge
- Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks
Preferred Qualifications:
- Associate degree or equivalent work history
- Some data processing experience preferred.
- Spanish Speaking Preferred but not required.
- Previous experience/knowledge with Apple products is also helpful in this role.
Competencies:
- Excellent interpersonal and phone etiquette skills
- Detail & Team Oriented
- Professional communication Skills
- Excellent Time Management Skills
- Ability to multitask