CUSTOMER CARE REPRESENTATIVE

FULL-TIME | RALEIGH, NORTH CAROLINA

SUMMARY

As a Customer Care Representative, you will provide telephonic, email, secure messaging and chat support to individuals participating in Orthus Health wellness programs.  Through your skills and knowledge, you will offer the solutions needed to help simplify their wellness program experience.  Customer Care Representatives typically assist individuals with better understanding employer-sponsored wellness program requirements, new user registration, ongoing application access and other general application support.  Customer Care Representatives are expected to model healthy lifestyles, corporate values and high integrity.

RESPONSIBILITIES 

  • Fields incoming phone calls, secure messages and chat inquiries in a timely, appropriate manner

  • Identifies root causes of reported issues, determines best approach to resolve problems, expedites correction or adjustment, and follows up to ensure satisfaction

  • Performs administrative tasks for client programs (e.g., creating user accounts, developing group profiles, etc)

  • Communicates regularly and professionally with customers throughout the resolution process

  • Maintains thorough knowledge of Orthus Health products, services, policies and procedures

  • Records all interactions and activities in customer support system, enabling measurement of results and influencing solution roadmap

  • Ensures the privacy and confidentiality of members’ personal health information

KNOWLEDGE, SKILLS AND ABILITIES

  • Qualified candidates for this role will possess a minimum of 1-3 years demonstrated experience performing a customer service role supporting clients with product and program issues.

  • Be able to securely handle Personal Health Information and Personally Identifiable Information in accordance with applicable laws and regulations

  • Demonstrates the ability to learn, understand, and follow established procedures based on technology and business requirements

  • Technologically savvy; experience using a customer service management database, Sharepoint, and Microsoft Office a plus

  • Exceptional Customer Service Skills; pleasant, patient, and friendly attitude that works well with others

  • Ability to handle all customers professionally and patiently

  • Excellent written and verbal communication skills are required

  • Detail oriented with strong organizational ability to handle multiple events simultaneously

  • Strong ability to problem solve and prioritize work

  • Strong bias for action and demonstrated desire for ownership

  • Excellent time management and follow-up skills

  • Ability to identify and escalate issues that require input from other departments
     

EDUCATION

Bachelor’s degree or equivalent work experience

TRAVEL

10%

KEY BENEFITS

  • Flexible work environment 

  • Unlimited paid time off (PTO)

  • Health & wellness support

  • Healthcare, vision & dental insurance

  • Life insurance, short-term and long-term disability

  • 401K

  • Competitive salary

  • LinkedIn Social Icon
  • Facebook Social Icon
  • Twitter Social Icon