Customer Service Specialist – Full Time

Job Summary:

The Customer Service Specialist assists customers via phone, email, and chat using SalesForce. They are the first line of support, helping to ensure a seamless experience for our Ontellus clients while upholding our company’s values and service standards. This position requires strong critical-thinking skills, a professional and empathetic communication style, and the ability to manage challenging conversations while upholding our company values and service standards. 

Essential Responsibilities:

• Provide Excellent Customer Service: Assist customers via SalesForce across multiple communication channels (phone, email, and chat), ensuring their questions and concerns are addressed promptly and accurately while also meeting or exceeding key performance indicators (KPIs)
• Effective Communication: Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently.
• Collaborate with Team Members: Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality.
• De-escalate Challenging Situations: Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions.
• Escalate Cases When Necessary: Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience.
• Cross-sell/Upsell Opportunities: Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers’ needs and enhance their experience.
• Attention to Detail: Ensure accuracy and attention to detail in all customer interactions to deliver quality work.
• Time Management: Efficiently manage time and prioritize tasks, following through on assignments with some supervision as needed. 
• Adhere to Company Culture & Policy: Demonstrate alignment with company values, contributing to a positive, supportive, and growth-oriented environment. While adhering to company policy. 
• Leverage Technology Tools: Utilize Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties efficiently and effectively.
• Compliance & Confidentiality: Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance.

Other duties as assigned

Qualifications:

• Education: High school diploma or equivalent required; Bachelor’s degree preferred.
• Experience: Previous experience in a customer service or customer support role, ideally within a service-focused company (e.g., legal or medical sector). Experience with remote desktop tools, SalesForce, and Microsoft 365 is highly desirable.

Skills & Competencies:

• Strong communication skills, both written and verbal, with an emphasis on clarity and empathy.
• Ability to think critically and make decisions in a fast-paced environment.
• Familiarity with cross-selling and upselling in a customer service setting.
• Other: Experience in the legal or medical fields is a plus, though not required.

Access to Protected Health Information (PHI)

This position involves access to the company’s operating system and other sources necessary for processing records requests. Strict adherence to HIPAA privacy rules and Ontellus policies on PHI is required.

Physical Demands & Work Environment:

• Ability to work in a standard office or home office setting with standard equipment.
• Requires vision for reading printed materials and screens and hearing/speech for effective communication.
• Must be able to sit or stand for extended periods; occasional reaching and grasping are required.
• Office/home environment with low to moderate noise levels and controlled temperatures.