Customer Service Representative

Join to apply for the Customer Service Representative role at Consensus Cloud Solutions

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.

Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.

Consensus leads the industry in data exchange solutions and we are continuing our strategic expansion. We are looking to add to our diverse team of innovators. Now is the ideal time to join us in our mission to solve healthcare’s biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.

The agent is directly communicating with a growing number of end-users by phone and e-mail, helping them set up, solve problems, and make a sale if there is a need for the service. Enthusiasm and energy are critical attributes for the position. Prior experience in a call center or similar position is essential.

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers regarding service issues with a view to retaining customers or checking for potential fraud.
• Responding to chats and emails as required.
• Learn in detail about company products and use this knowledge to solve customers’ technical problems and see issues through to completion.
• Maintain client work schedule and service level requirements.
• Identify and record all customer calls and provide troubleshooting aids to assist colleagues in solving problems for the future.
• Provide comprehensive quality feedback and suggestions on training needs, improvements and quality shortcomings to the team supervisor.
• Report accurately on inbound and outbound calls, and record call details on company systems.
• Fulfill special project requests, and support porting or HP as required.
• Ability to work flexible hours.
• Follow up on customer escalations.
• Perform other duties as required. Consensus reserves the right to add or change duties at any time.

• 2+ years experience in a customer technical support inbound call center environment.
• 2+ years experience resolving basic user-related technical problems with directions given over the telephone or via email.
• Excellent communication skills.
• Superior problem solving skills.
• Proficiency in Salesforce.
• Experience resolving basic user-related technical problems with directions given over the telephone.
• Ability to work both independently and as part of a team.
• Cross functional skills in supporting customers via chat and email.
• Experience supporting added areas of support functions, such as special projects, porting, HP support, etc.

• IOS experience is a plus
• HTML experience a plus
• Active, transferable U.S. Security clearance at the Public Trust level or higher preferred

• Location requirements:
  Hybrid role in Las Vegas or Los Angeles; potential future hybrid location in Dallas.
• Travel requirements:
  Up to 10% travel
• Physical requirements:
  
  Must be able to sit for long periods and handle long periods of screen time.
• Technology requirements:
  Reliable, high-speed internet
• Eligible for sponsorship:
  No
• Security Clearance:
  Ability to achieve and maintain a security clearance with the U.S. Government is required.

The compensation for this role is up to $17.87 - $28.85 an hour USD. This position may be eligible for pre-approved overtime. Also included in this package for compensation considerations may include ESPP, accrued vacation, sick time, holidays and benefits. This job does not have an expiration date and will remain open until a qualified candidate is hired.

We are not accepting agency submissions for this role.