Customer Service Representative

Customer Service Representative | Mt Sterling, KY and VA

About Us

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.**

Job Description

We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients/healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient/healthcare provider satisfaction while maintaining professionalism and empathy at all times.

Key Responsibilities

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers.

• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.)

• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.

• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)

• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.

• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.

• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)

• Perform other related duties as assigned by managers.

• Physical and Mental Requirements

• Must be physically willing and able to sit for an 8-hour shift.

• Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.

• Must be physically willing and able to manage multiple chat conversations simultaneously.

• Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.

• Must have the ability to thrive in a high-volume, fast-paced call center environment.

Requirements

• High School diploma or equivalent.
• Minimum of 6 months experience in customer service via phone, email, or live chat.
• Healthcare experience is not required but is considered a plus.
• Startup experience is a plus.
• Ability to thrive in a fast-paced, dynamic environment with frequent changes.
• Open to working all shifts as needed by the business.

Qualifications

• Strong communication and interpersonal skills.

• Empathetic attitude with a positive and professional demeanor.

• Ability to handle challenging customer interactions calmly and effectively.

• Detail-oriented with strong organizational skills.

• Tech-savvy and comfortable using CRM and online support tools.

• Self-motivated and quick to adapt to new information and procedures.

• We Offer**

• $16 USD per hour

• Employee benefits (paid time off, 401K, and healthcare)

• Meditation app

• Referral program

• Paid training

• Continuous support

• Growth opportunities