Note: The job is a remote job and is open to candidates in USA. InnovAge is dedicated to empowering seniors to live independently, and they are seeking a Customer Service Representative to provide excellent customer service by assisting customers and their families with inquiries and resolving issues. This role involves handling customer interactions through various channels and collaborating with departments to ensure a positive experience for customers.
Responsibilities
- 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
- Engage in every interaction with professionalism and service focus
- Represent InnovAge in a positive manner
- 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
- Strive to exceed customer expectations in every interaction
- Promote a positive company image by delivering exceptional customer service
- 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
Skills
- 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
- 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
Benefits
- Medical/dental/vision insurance
- Short and long-term disability
- Life insurance and AD&D
- Supplemental life insurance
- Flexible spending accounts
- 401(k) savings
- Paid time off
- Company-paid holidays
Company Overview
InnovAge mission is to enable seniors to age independently in their own homes for as long as possible. It was founded in 1990, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is https://www.innovage.com/.