Customer Service Representative

Company Overview:
OutPLEX connects brands with their customers by coupling conversational AI and human engagement experts for optimized customer experiences and increased ROI. Based in Fort Lauderdale, Florida, OutPLEX is an omnichannel provider for the business's customer support and sales needs. We develop, implement, and manage voice and digital CX solutions at scale for global brands across all industries.

Position Summary:
We are seeking a dedicated and customer-oriented individual to join our dynamic team! As a Customer Service Representative, you will be holding a vital role in assisting customers on the phone answering product-related inquiries, researching alternative solutions, and troubleshooting technical issues. You will be serving as a liaison between clinical teams, vendors, and patients to contribute to our continued success in delivering outstanding customer experiences. If you're passionate about helping customers and enjoy working in a supportive, collaborative environment, we encourage you to apply.

Responsibilities:

• Serve as first point of contact for patient inquiries exhibiting excellent customer service skills.
• Responsible for performing all service agent responsibilities in accordance with established company protocols.
• Provide phone support for post-op patients and work directly with vendors and field technicians.
• Provide expert technical support and guidance to customers by diagnosing and resolving product-related issues in an accurate manner.
• Scheduling follow up appointments as needed and managing e-commerce orders and data entry in a timely manner.
• Utilize automated systems proficiently to log, retrieve, and update information accurately.
• Assist customers in resolving technical problems related to portable connect and other devices.
• Identify and escalate complex customer situations to appropriate departments.
• Maintain a high level of professionalism and empathy in all customer interactions, demonstrating a strong commitment to delivering exceptional customer service.
• Attend additional necessary training to maintain up-to-date knowledge of products and procedures.
  

Qualifications:

• High school diploma or equivalent
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical individuals.
• Strong organizational skills and attention to detail in managing orders, appointments, and customer interactions.
• Proficiency in using automated systems and software for data entry and customer management.
• Problem-solving skills to address customer inquiries, troubleshoot issues, and escalate when necessary.
• Flexibility to adapt to changing priorities and multitask effectively in a fast-paced environment.
• Familiarity with medical terminology, devices, and healthcare industry practices is a plus!

Benefits:

• Full time and part time schedules to choose from 
• Health, dental and vision insurance
• IRA Matching plan
• Paid time off 
• Growth opportunities