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

Originally posted on Himalayas