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Job Category:

Customer Service, Inbound Call, Call Center


Pay: TBD

Overview

The Call Center Customer Service Associate is a team member in conveying the Mission brand values and vision to potential patients, curious members of the public, and/or caregivers in a professional and consistent manner. The Customer Service Associate is responsible for handling all calls received and email questions generated via our web portal or live chat including: answering incoming calls from patients/caregivers with a concerned smile; answering inquiries and questions with gentleness and respect; helping patients fill online orders and product holds; handling complaints professionally; troubleshooting problems and finding solutions; providing information and directing calls to the appropriate department; tracking relevant data and follow-up by phone or electronically. The Customer Service Associate will work with the Director of Customer Service to build a database of potential patients and caregivers, send follow-up surveys, and monitor patient engagement.

What you’ll be doing day-to-day

  • Answer calls received, incoming emails, and live chat interactions
  • Respond to emails received from the contact us box on the website
  • Handle customer inquiries and follow-up both by telephone and by email
  • Research required information using available resources (website, internet and its applications, software, documents, and applications, etc.)
  • Manage and resolve customer complaints in a manner consistent with the principles of Mission
  • Provide customers with product and service information
  • Enter new customer information into systems
  • Update existing customer information
  • Identify and escalate priority issues
  • Route calls to appropriate resources
  • Proactively follow up on customer needs and interests
  • Document all call information according to standard operating procedures
  • Complete daily call logs
  • Produce reports (weekly monthly, and as required) on all interactions with the public regardless of form (phone, text, email, live chat, etc)
  • Answer incoming emails from websites and live chat interactions

Requirements

  • Computer with high-speed internet access
  • High school diploma or equivalent
  • Ability to quickly familiarize with often changing relevant state laws, patients’ rights, and area knowledge
  • Strong active listening skills
  • Articulate English language proficiency
  • Knowledge of customer service principles and practices

This is a remote opportunity however candidates must be based in the United States.

Company – 4Front Ventures
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