Customer Service Representative - Patient Engagement and Technical Support Expert

Join the OutPLEX Team: Delivering Exceptional Customer Experiences through Conversational AI and Human Touch

OutPLEX is a pioneering omnichannel provider that bridges the gap between brands and their customers by seamlessly integrating conversational AI and human engagement experts. Based in Fort Lauderdale, Florida, we specialize in developing, implementing, and managing voice and digital customer experience (CX) solutions at scale for global brands across various industries. Our mission is to optimize customer experiences and drive increased return on investment (ROI) for our clients. We are now seeking a dedicated and customer-oriented individual to join our dynamic team as a Customer Service Representative!

Position Summary

As a Customer Service Representative at OutPLEX, you will play a vital role in delivering outstanding customer experiences by serving as the first point of contact for patient inquiries. You will be responsible for providing expert technical support and guidance to customers, troubleshooting product-related issues, and working collaboratively with clinical teams, vendors, and patients to contribute to our continued success. If you're passionate about helping customers and enjoy working in a supportive, collaborative environment, we encourage you to apply for this exciting opportunity!

Key Responsibilities

• Patient Engagement: Serve as the first point of contact for patient inquiries, exhibiting excellent customer service skills and empathy in all interactions.
• Technical Support: Provide expert technical support and guidance to customers by diagnosing and resolving product-related issues in an accurate and timely manner.
• Vendor and Field Technician Collaboration: Work directly with vendors and field technicians to resolve technical issues and ensure seamless customer experiences.
• Appointment Scheduling and Data Entry: Schedule follow-up appointments as needed and manage e-commerce orders and data entry in a timely and accurate manner.
• Automated System Proficiency: Utilize automated systems proficiently to log, retrieve, and update information accurately.
• Troubleshooting and Escalation: Assist customers in resolving technical problems related to portable connect and other devices, and identify and escalate complex customer situations to appropriate departments.
• Professionalism and Continuous Learning: Maintain a high level of professionalism and empathy in all customer interactions, demonstrating a strong commitment to delivering exceptional customer service, and attend additional necessary training to maintain up-to-date knowledge of products and procedures.

Essential Qualifications

• Education: High school diploma or equivalent required.
• Communication Skills: Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical individuals.
• Organizational Skills: Strong organizational skills and attention to detail in managing orders, appointments, and customer interactions.
• Technical Skills: Proficiency in using automated systems and software for data entry and customer management.
• Problem-Solving Skills: Problem-solving skills to address customer inquiries, troubleshoot issues, and escalate when necessary.
• Flexibility and Adaptability: Flexibility to adapt to changing priorities and multitask effectively in a fast-paced environment.

Preferred Qualifications

• Medical Terminology and Healthcare Industry Knowledge: Familiarity with medical terminology, devices, and healthcare industry practices is a plus!

Skills and Competencies Required for Success

To excel in this role, you will need to possess:

• Exceptional Customer Service Skills: The ability to deliver outstanding customer experiences in a fast-paced environment.
• Technical Skills: Proficiency in using automated systems and software for data entry and customer management.
• Problem-Solving Skills: The ability to address customer inquiries, troubleshoot issues, and escalate when necessary.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to work collaboratively with clinical teams, vendors, and patients.
• Adaptability and Flexibility: The ability to adapt to changing priorities and multitask effectively in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At OutPLEX, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to:

• Comprehensive Training Program: A comprehensive training program to ensure you have the skills and knowledge needed to succeed in your role.
• Career Advancement Opportunities: Opportunities for career advancement and professional growth within the company.
• Continuous Learning: Ongoing learning and development opportunities to stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

At OutPLEX, we pride ourselves on a supportive and collaborative work environment that values:

• Teamwork: We believe in the power of teamwork and collaboration to drive success.
• Innovation: We encourage innovation and creativity in everything we do.
• Customer Focus: We are committed to delivering exceptional customer experiences in everything we do.
• Professional Development: We invest in the growth and development of our team members.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive Salary: A competitive salary range for this role.
• Full-Time and Part-Time Schedules: Full-time and part-time schedules to choose from.
• Health, Dental, and Vision Insurance: Health, dental, and vision insurance.
• IRA Matching Plan: IRA matching plan.
• Paid Time Off: Paid time off.
• Growth Opportunities: Opportunities for career advancement and professional growth within the company.

Conclusion

If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity as a Customer Service Representative at OutPLEX. With our commitment to career growth, learning benefits, and a comprehensive compensation package, we believe that this role is an excellent fit for individuals who are dedicated to helping customers and driving success.

Apply now and join our team of customer experience experts!