[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Consensus Cloud Solutions is a leading digital cloud fax and interoperability solutions organization focused on empowering healthcare providers and technology innovators. The Customer Service Representative will provide excellent customer support, resolve inquiries, and ensure customer satisfaction while maintaining in-depth knowledge of the company's products and services.

Responsibilities

• Efficiently and professionally support customers via phone and email, ensuring accuracy in all interactions
• Provide exceptional customer service and promptly escalate any complex issues or complaints
• Focus on retaining existing customers who contact us to cancel their service
• Communicate with customers regarding account inquiries and ensure timely follow-up
• Maintain and develop in-depth knowledge of the company's products, services, policies, and procedures
• Periodically contact customers to facilitate payment collection or update payment methods
• Accurately report on all inbound and outbound calls, logging and tracking details within company systems
• Utilize acquired knowledge and information to effectively troubleshoot and resolve customer issues
• Regularly provide constructive feedback, suggestions, and improvement ideas to the team supervisor
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time

Skills

• Candidate needs to be U.S native citizen with security clearance as they will be required to support VA/FED customers
• 1+ year of experience in a customer service environment
• Required to work the specified shift pattern. The shift pattern includes: Tuesday- Saturday: Tuesday- Thursday 8:30pm-5:00am PST, Friday: 6pm- 2:30am PST, Saturday: 3pm-11:30pm PST
• Must be fluent in English, both verbal and written
• Excellent communication skills (oral and written)
• Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitude
• Strong soft skills, including empathy, patience, a calm disposition, positivity, and active listening
• PC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc)
• Proven experience in a customer service environment is essential, with call center experience being a significant advantage
• Exceptional communication skills, both written and verbal
• Demonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listening
• Must be enthusiastic, friendly, professional, and polite, with an excellent attitude
• Strong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-task
• PC proficiency, with working knowledge of MS Word, Excel, and Outlook
• Ability to contribute effectively as part of a team while also being capable of independent work
• Must have reliable internet (partial reimbursement is available)
• Ability to achieve and maintain a security clearance with the U.S. Government is required
• Strong Customer Service Background/Experience

Benefits

• Annual performance bonus
• ESPP
• Enhanced time off packages
• Benefits

Company Overview