Customer Service Representative

MARS Solutions Group is looking for an experienced Customer Service Representative III, for a client located in Wauwatosa, WI, USA. Our client is a well-known Healthcare technologies and organization seeking bright, tech-savvy talent. Client Industry: Healthcare technologies. Location: Wauwatosa, WI, USA... Job Type: 100% Remote from anywhere in Continental US, EST is preferred Job Title: Customer Service Representative III Experience Level: 3-5 years? experience working in a call center or customer support role. Physical Requirements. Nice to Have Skills: Leverage data and insights gathered by the call center to recommend and influence process improvements. Schedule/Hours: M- F shift is 8:00 PM through 4:30 AM and would cover half 2nd shift and half 3rd shift. Training is on first shift. Essential Responsibilities: Customer Support Associate, Call Center Job Summary: The Customer Support Associate, Call Center will provide a variety of critical support tasks, providing answers, insights, instructions, and assistance for patient scheduling for heart scans at home. FLSA Status: Full-time, Temporary (3-6 months) Reports To: VP of Operations and Customer Experience Duties/Responsibilities Handle a large volume of inbound and outbound calls in a timely manner. Follow communication scripts and use knowledge of the company?s products and services to go offscript when necessary. Identify patient needs, learn and utilize Caption platform for scheduling appointments, schedule new appointments, modify/cancel existing appointments, resolve complaints, and provide solutions. Maintain ownership of calls throughout the lifecycle of a caller?s request, including follow-ups. Recommend improvements for systems and processes to boost organizational efficiency. Memorize scripts for Caption Care services and refer to them during calls. Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately. Meet daily qualitative and quantitative targets for call volume and achieve all objectives for service, productivity, and quality. Create and maintain record of daily problems and remedial actions taken, using call-center database. Leverage data and insights gathered by the call center to recommend and influence process improvements. Perform other duties as assigned. Required Skills/Abilities: Strong active listening and verbal communication skills. Proficiency in problem-solving. Expertise in conflict resolution. Ability to multitask and manage time effectively. Proficient with Microsoft 365 or similar software. 4 W 4th Ave, Suite 215, San Mateo, CA 94402 | www.captionhealth.com Education and Experience: High school degree or equivalent. 3-5 years? experience working in a call center or customer support role. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. About MARS Solutions Group: MARS Solutions Group is an IT staffing firm with access to a wide variety of jobs at various clients across the country. We operate with the consultant's best interests in mind and align them with roles that match their skills, aspirations, and interests. MARS values our relationships with consultants. Therefore, we will stay in touch throughout the duration of the contract to ensure the job is going well and that the role meets their career development needs. Job Type: Contract Salary: $22.00 - $23.00 per hour Experience level: 3 years Shift: Night shift Weekly day range: Monday to Friday Work setting: Remote Work Location: Remote

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