Customer Service Representative
Our Company:
Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives. The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution. In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales. Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers. iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.
Responsibilities:
Answer inbound calls from patients, clients, and partners with professionalism, empathy, and efficiency
Troubleshoot questions or concerns and provide accurate information regarding our services or products
Escalate clinical or technical issues appropriately, collaborating with internal teams for timely resolution
Maintain clear, accurate call documentation in the system and follow call center protocols to ensure compliance and call quality standards
Meet call performance goals, including but not limited to call volume, resolution rate, and customer satisfaction
Support cross-functional projects and initiatives as needed, such as patient outreach campaigns, data entry or cleanup, process improvement efforts, and other operational tasks
Perform other duties as assigned to support overall team and organizational goals if needed
Skills:
Tech-savvy with strong problem-solving skills
Prominent active-listening and verbal-communication skills, while being passionate about fostering interpersonal relationships with customers
Ability to prioritize and manage time effectively
Proficient in navigating computer systems and databases, such as Google Suite applications
Self-starter with the ability to work independently and as part of a team
Adaptable and willing to take on new responsibilities beyond core duties as business needs evolve
Qualifications:
A Bachelor's degree in Communication, Business Administration or other relevant fields is REQUIRED
Bilingual capability with Cantonese, Vietnamese, or Mandarin is REQUIRED
Proven experience in a call center or customer service role is highly preferred
Benefits
Comprehensive training and ongoing support for professional development
Medical, Dental, Vision, Life Insurance, and 401K
Paid Time Off, Federal Holidays, and Leaves
Annual Performance-Based Bonus