Customer Service Representative

Job Description

SUMMARY OF POSITION

This is a full-time position working on-site in Omaha, NE. The Customer Service Representative is directly responsible for answering all inbound main line calls, transferring calls as appropriate, providing participant customer service through phone calls and emails, booking travel (airfare, hotels, rental cars, etc.) for TotalWellness field staff, entering and verifying information in various online systems and for assisting with other tasks in the Account Management department.

DUTIES AND RESPONSIBILITIES

• Answer inbound main line phone calls and transfer calls as appropriate.
• Welcome guests into the facility.
• Provide customer service support to participants by:
• Answering phone calls and emails.Researching participation status to provide answers to participant questions.Registering participants for appointments.Cancelling appointments for participants.
• Coordinate with and book travel for TotalWellness field staff by:

Utilizing online booking tools to book airfare, hotels and rental cars.
Communicating with field staff on travel needs and reservations.
Adjusting travel arrangements when necessary.
Coordinating travel schedules.
Establishing a working relationship with the TotalWellness field staff and becoming the main point of contact for all travel needs.

• Assist with Account Management tasks including:

Entering, verifying, and updating information in both our event scheduling tool and our online appointment scheduling tool.
Monitoring online participant appointments.
Receiving phone calls from and registering participants for appointments.

• Verify data for the data department.
• Maintain the company phone lists.
• Assist with nurse licensure verification.
• Complete other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

TotalWellness is seeking an individual who is willing to take the initiative to make high-level customer service a top priority. This individual must have a very high attention to detail while working efficiently. The individual must possess a high level of ownership and accountability. He/She must be able to demonstrate the ability to manage multiple tasks simultaneously and complete work within an allocated time frame. He/She must be a self-starter with ability to work in a team environment.

The candidate MUST possess and be able to demonstrate effectiveness in these areas:

• Excellent and articulate communication – verbal and written
• Ability to treat clients and participants with warm, friendly, personable and courteous manners (regardless of a situation)
• Efficient and fast learner, pays attention to detail and can work with little to no direction
• Intermediate level PC and MS Office skills
• Basic healthcare knowledge

EDUCATION, CERTIFICATION, & EXPERIENCE

• 1+ year of customer service experience preferred, but not required
• Associate degree in Business, Communication, Community Health, or a related field preferred
• Excellent writing and communication skills
• High energy, self-directed personality
• Ability to interact daily with clients and TotalWellness field staff
• Proficient in using Microsoft Programs including Word, Excel, Outlook, and PowerPoint

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Omaha, NE 68127: Relocate before starting work (Required)

Work Location: In person

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