Job Description
The Certification Support Representative will work in a customer service environment responding to inbound customer assistance, installation assistance, customer certification requests, communication with Health Care providers relating to medical records, and general inquiries related to our caption service. This includes service qualifications, qualification and account maintenance.
The Certification Support Representative reports to the Manager, Customer Experience and will be based in Roseville, CA.
Responsibilities: •Inbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services. •Work closely with ClearCaptions customers to understand usage inhibitors and provide feature training or other necessary resources to resolve issues related the ClearCaptions products and services. •Provide technical support to customers, perform root-cause analysis and provide resolutions to service interruptions as necessary •Respond to and manage Certification activities for new service. •Manage inbound and outbound contact activities and inquiries with Healthcare providers and customers daily. •Meet weekly/ monthly metrics related to service level, performance and customer satisfaction. •Manage customer contacts within Salesforce.com CRM. Adhere to standard operating procedures for data capture. •Other duties will include general account maintenance such as updating customer records, features and usage questions while ensuring satisfaction with our service.
Qualifications: •Customer Support/Technical Support experience in a service environment. •Ability to clearly communicate with a wide variety of customers. •Ability to troubleshoot and identify issues over the phone. •Logical thinker who can follow standard operating procedures. •Ability to acquire a working knowledge of internet connections (cable/ DSL), routers, modems and telephones. •Experience with or some working knowledge of analog phones (land line). •Good interpersonal skills and a team player. •Ability to problem solve with limited information. •Positive attitude and a willingness to learn and grow. •Experience with medical records processing a plus •High school diploma/ college degree a strong plus.
Physical Requirements: Employees may experience the following physical demands for extended periods of time:
•Sitting, standing and walking (70%) •Keyboarding (70%) •Viewing computer monitor, tablet and cell phone screen requiring close vision (70%)
Work Environment:
Work is performed in a business office environment.
Compensation:
A competitive compensation package will be offered to successful candidates.
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. ClearCaptions is an Equal Opportunity Employer.
Company Description
ClearCaptions is a leader in phone captioning services and equipment. As a company, ClearCaptions is experiencing tremendous growth year over year. More than 48 million Americans have some form of hearing loss. ClearCaptions service and equipment removes communication obstacles through its commitment to making lives better and adhering to the belief that every word matters. As a Federal Communications Commission (FCC) certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security and professionalism on all of our captioning calls. ClearCaptions is dedicated to developing fast, easy and life-changing communications for hard-of-hearing individuals. If you’re looking for a wide-open field for growth and opportunity, as well as making a difference, look no further.