Customer Service Representative

Our Company:

Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives. The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution.

In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales. Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers. 

iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.

Responsibilities:

• Answer inbound calls from patients, clients, and partners with professionalism, empathy, and efficiency

• Troubleshoot questions or concerns and provide accurate information regarding our services or products

• Escalate clinical or technical issues appropriately, collaborating with internal teams for timely resolution

• Maintain clear, accurate call documentation in the system and follow call center protocols to ensure compliance and call quality standards

• Meet call performance goals, including but not limited to call volume, resolution rate, and customer satisfaction

• Support cross-functional projects and initiatives as needed, such as patient outreach campaigns, data entry or cleanup, process improvement efforts, and other operational tasks

• Perform other duties as assigned to support overall team and organizational goals if needed 
  
  

Skills:

• Tech-savvy with strong problem-solving skills

• Prominent active-listening and verbal-communication skills, while being passionate about fostering interpersonal relationships with customers

• Ability to prioritize and manage time effectively  

• Proficient in navigating computer systems and databases, such as Google Suite applications

• Self-starter with the ability to work independently and as part of a team

• Adaptable and willing to take on new responsibilities beyond core duties as business needs evolve
  
  

Qualifications:

• A Bachelor's degree in Communication, Business Administration or other relevant fields is REQUIRED

• Bilingual capability with Cantonese, Vietnamese, or Mandarin is REQUIRED

• Proven experience in a call center or customer service role is highly preferred 
  
  

Benefits 

• Comprehensive training and ongoing support for professional development

• Medical, Dental, Vision, Life Insurance, and 401K

• Paid Time Off, Federal Holidays, and Leaves

• Annual Performance-Based Bonus