Note: The job is a remote job and is open to candidates in USA. Consensus Cloud Solutions is a leading digital cloud fax and interoperability solutions organization focused on empowering healthcare providers and technology innovators. The Customer Service Representative will provide excellent customer support, resolve inquiries, and ensure customer satisfaction while maintaining in-depth knowledge of the company's products and services.ResponsibilitiesEfficiently and professionally support customers via phone and email, ensuring accuracy in all interactionsProvide exceptional customer service and promptly escalate any complex issues or complaintsFocus on retaining existing customers who contact us to cancel their serviceCommunicate with customers regarding account inquiries and ensure timely follow-upMaintain and develop in-depth knowledge of the company's products, services, policies, and proceduresPeriodically contact customers to facilitate payment collection or update payment methodsAccurately report on all inbound and outbound calls, logging and tracking details within company systemsUtilize acquired knowledge and information to effectively troubleshoot and resolve customer issuesRegularly provide constructive feedback, suggestions, and improvement ideas to the team supervisorPerform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any timeSkillsCandidate needs to be U.S native citizen with security clearance as they will be required to support VA/FED customers1+ year of experience in a customer service environmentRequired to work the specified shift pattern. The shift pattern includes: Tuesday- Saturday: Tuesday- Thursday 8:30pm-5:00am PST, Friday: 6pm- 2:30am PST, Saturday: 3pm-11:30pm PSTMust be fluent in English, both verbal and writtenExcellent communication skills (oral and written)Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitudeStrong soft skills, including empathy, patience, a calm disposition, positivity, and active listeningPC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc)Proven experience in a customer service environment is essential, with call center experience being a significant advantageExceptional communication skills, both written and verbalDemonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listeningMust be enthusiastic, friendly, professional, and polite, with an excellent attitudeStrong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-taskPC proficiency, with working knowledge of MS Word, Excel, and OutlookAbility to contribute effectively as part of a team while also being capable of independent workMust have reliable internet (partial reimbursement is available)Ability to achieve and maintain a security clearance with the U.S. Government is requiredStrong Customer Service Background/ExperienceBenefitsAnnual performance bonusESPPEnhanced time off packagesBenefitsCompany OverviewConsensus Cloud Solutions, Inc. (NASDAQ: CCSI) is a global leader in digital cloud fax technology. It was founded in 2021, and is headquartered in Los Angeles, California, USA, with a workforce of 501-1000 employees. Its website is https://www.consensus.com/.
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