Service Center Representative

Position Summary
The Service Center Representative provides technical and product support to customers via inbound/escalated channels (phone calls, emails, web, chat, etc.,) by handling inquiries and troubleshooting complex technical and product-related issues. The Service Center Representative investigates issues and concerns by gathering information and reviewing additional support notes from customers. The Service Center Representative is responsible for timely and accurate documentation of customer interactions, as well as relaying customer feedback to management. The Service Center Representative escalates extremely technical or sophisticated issues to the next level up or as high as management as necessary. The Service Center Representative conducts routine tasks as directed and is closely supervised with little latitude for independent judgment. The Service Center Representative requires the ability to actively listen, analyze, document, resolve and/or escalate issues while providing excellent customer service to customers in the medical community within the healthcare community.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Provides first-line support through the use of multiple channels (phone calls, email, web, chat, etc.,) This involves troubleshooting system-based access issues, educating customers on program requirements and procedures, and answering questions related to relevant lines of business.
• Ability to be cross trained into a second line of business (LOB) and confidently support multiple communities (there is an opportunity for additional LOB support, but the base understanding should be that a SC Rep will fluently support at a minimum, two Lines of Business).
• Monitors and updates tickets assigned based on priority, maintaining timely communication and follow-up with the customer when necessary.
• Maintains knowledge of primary and secondary Lines of Business; and stays up-to-date on policy and procedural changes within said Lines of Business.
• Maintains knowledge of and satisfies all administrative responsibilities within the organization (time keeping, adherence to meetings, participation in company initiatives, etc.).
  

Minimum Qualifications (Knowledge, Skills, and Abilities)

• HS Graduate or GED
• Related Work Experience: 0-2 years
• Minimum of one year of customer service experience
• Ability to independently research and troubleshoot issues
• Strong customer service skills
  
• Ability to work overtime as needed
• Strong verbal and written communication skills
• Must be able to multi-task by using multiple systems and typing 35-40 WPM, while talking on the phone
  
• New Hires must be available to work a variety of shifts between the hours of 7:00 A.M - 7:00 P.M

Preferred Qualifications

• Previous Service Desk or Call Center experience
  
  

Scope Infotech offers all employees the following benefits

• Health Insurance (medical, dental, vision)
• Retirement Savings Plans (401K)
• Paid Time Off (Vacation, Sick Leave, Holidays)
• Employee Assistance Programs (EAP)
• Insurance (Life, Short/Long Term Disability, AD&D)
• Employee Referral Bonus

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

The company is an Equal Opportunity Employer, drug free workplace, and complies with all ADA regulations as applicable. It is the policy of the company to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.