Customer Service Representative Job at Helpware (Cookeville)

Customer Service Representative

Helpware

Location:
United States , Cookeville ▼
Antioch
Martinsville

Category:
Customer Service

Contract Type:
Not provided

Salary:

16.00 USD / Hour

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Job Description:

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients/healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient/healthcare provider satisfaction while maintaining professionalism and empathy at all times.

Job Responsibility:

Serve as the first point of contact for patients/healthcare providers via phone and chat
Assist with prescription drug inquiries, troubleshooting mail-order issues, and guiding through basic resolution steps
Become an expert on GLP-1 products and functionalities
Deliver outstanding customer support through clear and effective communication
Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates)
Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support
Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices
Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed
Communicate technical information clearly and professionally to non-technical users
Perform other related duties as assigned by managers
Open to working all shifts as needed by the business

Requirements:

High school diploma or equivalent
1+ year of customer service experience in a fast-paced environment
Must be physically willing and able to sit for an 8-hour shift
Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift
Must be physically willing and able to manage multiple chat conversations simultaneously
Must have the mental resilience to handle difficult or upset customers without experiencing anxiety
Must have the ability to thrive in a high-volume, fast-paced call center environment

Nice to have:

Healthcare experience
Startup experience

What we offer:

Employee benefits (Healthcare, Paid Time Off, & 401K)
Meditation app
Referral program
Paid training
Work from home
Computer equipment
Great culture
Growth opportunities

Additional Information:

Job Posted:
January 10, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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