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Customer Service Representative πŸ”₯


TrueCare24 is Seeking Versatile Customer Service Representatives focused on Internal Team and Provider Support.

About Us

TrueCare is a nationwide Health & Wellness at Home & Work platform. TrueCare is a health tech company, building end-to-end solutions for disease prevention screening, compliance & safety, virus control, vaccination, home care/health, and corporate well-being services. TrueCare operates a marketplace of more than 100K+ registered providers and is changing the future of how care/healthcare services are bought and delivered. We have a globally distributed team of highly skilled and highly committed professionals in the United States and worldwide.

Job Description

TrueCare24 is currently looking for Customer Service Representatives to join our Global Team to provide exceptional customer service to our loyal customers and providers. This is a remote, independent contractor position.

The ideal candidate is energetic and passionate about working for TrueCare24 and its mission and values. He or she will be supporting our customers, while developing strong, long-lasting relationships with both internal and external customers.

This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills.

As a Customer Services Representative (CSR) in Provider Operations, you are fundamental to TrueCare24's success. You are on the front lines for Provider Program growth and acceleration. You are intellectually curious and excited at the opportunity to drive the company forward by tackling the most critical challenges.

More specifically, you will have the unique opportunity to work with key decision makers within the company. You will be the first point of contact for our providers.

HERE'S WHAT YOU'LL DO:

  • Own "in-bound" calls and be the source to align all omni-channel needs (email, chat, phone and posts via various TC24 channels). This includes:
  • Recruitment & Marketing
  • Support: Self-heal / Service
  • Dispatch: Triage to next provider
  • Ability to manage Provider escalations in the US (i.e. acknowledge and respond)
  • Ability to dispatch providers in the US (i.e. backup on a no-show).
  • Ability to assist marketing in reach outs to providers and manage inbound conversations with providers and clients for the next generation offering
  • Ability to recruit and prepare providers to be dispatch ready.
  • Document knowledge articles
  • Drive and execute in a collaborative manner:
  • Professionally screen incoming provider calls
  • Assist with ticket creation
  • Verify documentation and credentials
  • Route Providers to the appropriate team within the Customer Service and Support organization.
  • Development of provider onboarding systems
  • Develop a good understanding of all TrueCare24 products, contracts and licensing
  • Participate in the creation and improvement of TrueCare24 Provider policies, procedures and guidelines relating to Customer Service.
  • Deliver the best quality in order to achieve a high level of Customer Satisfaction.
  • Take part in User Acceptance Testing (UAT)
  • Develop strong, long-lasting relationships with internal and external customers by providing accurate, courteous, and efficient service and support.
  • Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industry
  • Be part of the on-call rotation of the team.
  • Be flexible to work with the Customer Support Managers on higher priority task and escalations

HERE'S WHO WE'RE LOOKING FOR:

  • Committed to TrueCare24’s mission and values
  • Possesses exceptional command of the English language, both written and verbal.
  • Able to work during standard business hours in the Eastern Time Zone (UTC -4)
  • Able to provide world-class customer service experience (bias towards action, speed and solving for customer needs)
  • Able to document, learn, and resolve customer issues on first touch
  • Fast-learner, flexible, with ability to prioritize
  • People-oriented and able to interact effectively with customers
  • Multitasker with strong analytical and problem-solving skills
  • Able to remain calm and professional under pressure or stress
  • Self-starter who can work independently with minimal supervision
  • Has unparalleled attention to detail and strong followthrough skills
  • Strong MS Excel, MS Word, and Google Suite skills
  • Strong typing skills with emphasis on accuracy
  • Comfortable working directly with the founders and senior executives
  • Able to work independently and take ownership of your work
  • Bachelor’s Degree in Business preferred

Important: For this position you must have a reliable home office setup (a laptop, a cell phone with a strong signal, a reliable high speed internet connection, and a quiet work area). Your laptop and cell phone should be no more than 2 years old and in good working condition. You should be able to troubleshoot your equipment quickly in case of minor malfunctions.

TrueCare24's Values

  • Customer First - We have a Customer First mindset. (EAC) Engage, Align and Execute for our Customer & Partner communities.
  • Bias for Action - We practice high-velocity decision-making, despite encountering ambiguity daily. Act and move forward.
  • Act Like an Owner - We have a strong ownership mentality. Therefore, we work smart, hard, and long. Every person on the team has the potential to have a large impact.
  • Always Be Learning - We learn rapidly and eagerly, from different teams within and outside the company. Respectful debate makes our organization stronger. We will make unintentional mistakes. Learn and move forward.
  • Do the Right Thing. Period. - Empathy, Trust, Candor (ETC). Being empathetic to our Partners, our Customers, and each other helps build trust in our community and fosters successful decision-making.

Job Types: Full-time, Contract

Pay: $30,000.00 per year

Benefits:

  • Work from home

Education:

  • High school or equivalent (Preferred)

Experience:

  • Call center: 1 year (Preferred)
  • Customer service: 1 year (Preferred)

Work Location:

  • Fully Remote

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