Customer Service Representative - Remote! - Burnett Specialists

Looking for experienced Customer Service Representatives for a great REMOTE opportunity!
This is a back-office type of role, which requires pulling customer accounts and researching them to schedule a new prescription or potentially refill a prescription order while ensuring the patient receives their medication in a timely manner. In most cases you will need to conduct an outbound call to resolve a customer's case. This role requires you to process cases in an efficient manner and you are measured on your ability to process no less than 14 tasks per hour as a core agent and this ability is essential to your success.

• Long Term Contract
• Have to reside in Texas!
• Training is Monday-Friday, 8AM-5PM
• Pay rate: $13.50/hour with monthly performance-based bonuses.
• Production schedule is provided after training.
• Must pass background check and drug screen
• Must have a minimum of High School Diploma or GED (and provide proof)
• Customer Service Associate/Customer Care Representative, call center experience, minimum of 1 year

Skillset required:

• Being able to utilize Microsoft Office suite to go through their emails, basically set up an online account, reset a password, things of this nature which may be routine for a regular computer user. Candidate should be able to answer general questions about Office products.

Productivity Management:

• Strong soft skills are needed (great tone, empathy) as this role is required to make outbound calls.
• Should be able to meet daily task handling through various form & medium of communication, written and/or verbal or phone.
• Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.
• Ensure accuracy in the tasks completed.
• Demonstrate analytical capabilities while performing tasks.
• Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating 

Specialized/Practical Knowledge:

• Good proficiency on English language.
• Computer literate, should be able to work with different programs and screens with the customer on the line.
• Excellent grasping powers able to understand the various processes.
• Team player with excellent verbal and written communication skill.
• Willing to work in 24/7 environment and sign a service agreement as per company norms.
• Ability to work in flexible work schedule, including holidays & weekends.

 Knowledge, Skills & Abilities

• Should be committed and focused to succeed under challenging work environment
• Should be able to adapt with the changes in the processes and updates in a dynamic process.
• Strong numerical skills and a positive "Can do" attitude combined with strong attention to detail and an awareness of current market issues.
• Should seek feedback on one’s performance and uses that feedback to grow
• Agents will work cases, investigate, research, and make outbound calls to doctor’s offices or clients as necessary.
• High Level = Resolve cases to ensure our customers get the right medications in a timely manner.

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