Customer Operations Associate

Key Responsibilities:

• Handle inbound calls in a call center environment, addressing a wide range of customer inquiries related to operations.
• Respond to calls with urgency, escalating issues per call center protocols when necessary; time-sensitive cases such as emergency orders and credit holds must be addressed promptly due to potential impact on patient care.
• Conduct thorough research to resolve concerns, including order status, invoice inquiries, and other operational issues.
• Review customer statements and provide detailed explanations for any discrepancies identified.
• Monitor service tickets and recorded phone conversations to ensure quality standards are met, escalating concerns to management for review and potential process improvements.
• Identify recurring concerns from customer interactions and recommend process improvements to enhance efficiency and service quality.

Qualifications (Required):

• Bachelor’s degree in Business Administration, Finance, or Healthcare.
• Minimum of 1 year of experience in customer service or a call center environment.

Preferred Qualifications:

• Experience working in healthcare, shared services, or BPO environments.

Technical Skills:

• Proficiency in Microsoft Excel
• Database analysis
• Vendor statement comparison and reconciliation
• Familiarity with call center systems (e.g., Cisco phone system)

Core Competencies:

• Strong attention to detail
• Excellent customer service skills
• Adaptability and flexibility in a fast-paced environment
• Quick learner with the ability to multitask effectively
• Strong verbal and written communication skills