Customer Service Representative - Urgent Care Clinic - PRN

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    "ExternalDescriptionStr": "<p>As a Customer Service Representative at Santa Rosa Medical Group you'll join a team and be a part of a culture that's dedicated to providing top quality care to our patients. Our full-time employees enjoy a robust benefits package which may include health insurance, 401(k), licensure/certification reimbursement, and student loan assistance for eligible roles.</p><p><strong>Job Summary</strong><br><br>The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.<br><br><strong>Essential Functions</strong></p><ul><li>Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.</li><li>Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.</li><li>Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.</li><li>Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.</li><li>Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.</li><li>Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.</li><li>Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.</li><li>Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.</li><li>Performs other duties as assigned.</li><li>Maintains regular and reliable attendance.</li><li>Complies with all policies and standards.</li></ul><p><strong>Qualifications</strong></p><ul><li>Associate Degree or coursework in Business, Communications, or a related field preferred</li><li>1-2 years of experience in customer service, call center, or administrative support required</li></ul><p><strong>Knowledge, Skills and Abilities</strong></p><ul><li>Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.</li><li>Strong verbal and written communication skills, ensuring clear and professional interactions.</li><li>Ability to handle high call volumes and multi-task across different customer service platforms.</li><li>Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.</li><li>Proficiency in customer service software, CRM systems, and Microsoft Office applications.</li><li>Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.</li><li>Strong attention to detail in data entry, documentation, and customer interactions.</li><li>Ability to work independently and as part of a collaborative team in a fast-paced environment.</li></ul><p>&nbsp;</p><p>This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for an employer.</p>",
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