Santa Rosa Medical Group

Why Join Us?

• Be Valued for What You Bring to the Team - Competitive pay that rewards your hard work
• Benefits You Can Count On - Medical, dental, vision, and life insurance coverage
• Work Hard. Recharge Often. - Generous PTO and extended illness benefits
• Invest in Your Future - 401(k) with company match
• Grow With Us - Career development, learning opportunities, and advancement pathways
• We Invest in Your Success - Licensure and certification reimbursement for eligible roles
• Student Loan Support - Assistance available for eligible roles
• Your Wins Deserve Recognition - Employee rewards and recognition programs
• A Team You'll Love Working With - A collaborative, purpose-driven culture making a difference every day
• Additional Voluntary Benefits - Choose from options such as pet insurance, identity protection, and legal insurance.

Great people. Great benefits. Meaningful work. Join us and make an impact.

8-Hour Shifts Available, No weekends, No holidays, No Call

Hours of Operation: Monday - Thursday 8:00 - 5:00, Friday 8:00 -12:00

Job Summary

The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.

Essential Functions

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.
• Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.
• Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
• Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
• Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
• Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.
• Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
• Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• Associate Degree or coursework in Business, Communications, or a related field preferred
• 1-2 years of experience in customer service, call center, or administrative support required

Knowledge, Skills and Abilities

• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.
• Strong verbal and written communication skills, ensuring clear and professional interactions.
• Ability to handle high call volumes and multi-task across different customer service platforms.
• Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.
• Proficiency in customer service software, CRM systems, and Microsoft Office applications.
• Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.
• Strong attention to detail in data entry, documentation, and customer interactions.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.

This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for an employer.