Customer Service Representative Job at InnovAge (Denver)

Customer Service Representative

InnovAge

Location:
United States , Denver

Category:
Customer Service

Contract Type:
Not provided

Salary:

19.76 - 22.74 USD / Hour

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Job Description:

The Customer Service Representative is responsible for providing excellent customer service by assisting customer and customer families with their inquiries, resolving issues in real time, appropriately documenting interactions, provide timely follow ups and ensuring a positive experience. This role involves handling customer interactions through various channels such as phone, email, text messaging, MyChart, and working collaboratively with center and support departments to address customer needs.

Job Responsibility:

Respond to customer inquiries via phone, email, text messaging, and MyChart in a timely and professional manner
Provide accurate information about PACE and PACE services
Resolve customer complaints, escalating issues to supervisors when necessary
Submit customer grievances when indicated
Identify and troubleshoot customer issues in real time, providing appropriate solutions and alternatives as indicated
Follow up with customers to ensure resolution and satisfaction
Appropriately escalate issues outside of scope
Follow approved scripting and triage protocols
Maintain a thorough understanding of PACE, PACE services and InnovAge to effectively assist and problem solve for customers
Assist in developing and implementing customer service procedures and policies
Work closely with center and support departments to effectively solve customer issues
Communicate customer feedback and insights to relevant departments to improve customer experiences
Document all customer interactions, inquiries, complaints, and resolutions accurately in the Electronic Medical Record and/or customer Relations Management System
Participate in training programs to enhance PACE and InnovAge knowledge and customer service skills
Provide suggestions for improving customer service processes and overall customer experience

Requirements:

Excellent communication skills, both verbal and written
Strong problem solving and analytical abilities
Ability to handle challenging interactions with professionalism, patience, and empathy
Proficient in using customer service software and electronic medical records (EMRs)
Ability to work both independently and as part of a team
Strong organizational skills and attention to detail
High school diploma or equivalent is required
Minimum of one (1) year of experience in a customer service role is required
Proven track record of maintaining productivity and availability standards in a remote work environment is required

Nice to have:

Associate’s or Bachelor’s degree in related field
Customer service, call center service, or similar certification preferred
Experience in a call center environment is a plus
Familiarity with customer relationship management (CRM) software and electronic medical records (EMR) is helpful, experience with Epic EMR is preferred

What we offer: