Customer Service Representative for Medical Account

Job Purpose

Customer Service Representatives are responsible for managing various customer issues based on client assignments and transactions. The key tasks include telephone interactions, documentation, and the ability to work well with customers. Customer Service Representatives (CSRs) deliver one-on-one customer service support to customers all over the United States.

Specific Duties and Responsibilities

The following are the specific duties and responsibilities of the Customer Service Representative

• Always adheres to HIPAA Law
• Anwer requests for support via a chat feature of the Visby Medical App, by phone calls to customer support, or by email.
• Handle all requests for support based on pre-approved scripts and/or the exact content of the product’s user instructions, instructions for use, frequently asked questions and/or content on Visby’s website that is dedicated to OTC products.
• Never allowed to provide medical advice, outside of reading the exact content from approved materials, including scripts, the product’s user instructions, instructions for use, frequently asked questions and/or content on Visby’s website that is dedicated to OTC products.
• Record all customer support activities in the Customer Support Module of Salesforce in real time.
• Provide technical support issue and should have a case with a description of support activity and the resolution.
• The customer compliant unit may review cases to ensure compliance with the complaint handling process.
• Only trained Customer Support Agents and the Compliant Handling Unit staff are authorized to handle and record PII and SPI from OTC customers.
• Record PII and SPI in the chat feature of the Visby Medical App, in the Salesforce customer support module, and in the case of an order/ replacement using approved order processing tools as outlined in Visby OTC PII and SPI Data Matrix.  Make every effort to limit the collection of PII and SPI only to what is needed to provide customer support.
• Only disclose PII or SPI to the compliant handling unit or as authorized int he Visby OTC PII and SPI Data Matrix.
• Immediately report any potential cybersecurity or data privacy incident to Customer Support Leadership. Customer Support Leadership will investigate the potential incident and report it to the PSO and/or DPO, as soon as possible, typically within one working day.

REQUIREMENTS

• Minimum 1 yr Customer experience
• Preferably with prior data entry or CSR experience
• Prior knowledge of Retail Ops or similar order processing system a plus
• Ability to learn quickly
• Positive attitude
• Desire to help customers
• Strong written skills
• Quick learner who can pay attention to detail
• Ability to work well in a team
• Mid to Senior level English proficiency