Consumer Care Representative - Contractor

Consumer Care Representative - Contractor

Department: Marketing

Employment Type: Contract

Location: US-California-San Jose

This role is ideal for someone with analytical and technical skills who can accurately pull reports, merge complex data sets, and manage detailed data entry using Microsoft Excel and other MS Office tools. The ability to handle large data volumes with precision and efficiency is critical. This is a data-first role, where your primary responsibility is ensuring reporting accuracy and consistency to support business operations.

In addition, the Concierge Representative will provide secondary support through direct consumer engagement—answering inbound calls, handling email and chat inquiries, and supporting consumers and customers. While communication with consumers is important, it is a smaller portion of this role compared to the reporting and data functions.

• Accurately pull, organize, and merge reports using Microsoft Excel; manage complex data entry projects with precision.
• Maintain consistency and accuracy in data tracking, including identifying and resolving discrepancies.
• Monitor and analyze data trends; provide insights to internal stakeholders.
• Identify and suggest improvements to enhance support processes and reporting workflows.
• Work with team members to develop and implement initiatives that drive success.
• Consistently meet or exceed set quality and productivity metrics.
• Provide secondary support through outbound and inbound call campaigns to connect doctors and patients.
• Convert into valid consumers through effective communication when needed.
• Capture and respond to consumer inquiries regarding products and services across phone, email, and chat.
• Adapt to evolving departmental processes and responsibilities.
• Comply with all safety policies, practices, and procedures.
• Perform other duties as assigned.

• Minimum 5 years of customer service or operations experience preferred.
• Minimum 2 years of experience in the healthcare industry preferred.
• Bachelor’s degree or equivalent experience preferred.
• Experience with call centers or telesales is helpful but not the primary focus of the role.

Skills:

• Advanced proficiency in Microsoft Excel (e.g., data merging, pivot tables, VLOOKUP, advanced formulas).
• Strong accuracy in pulling, reconciling, and entering data across multiple systems.
• High attention to detail and efficiency with error‑free data entry.
• Proficiency in all MS Office programs (Outlook, Word, Excel).
• Strong analytical thinking and problem‑solving skills.
• Professional communication skills for occasional consumer interaction.
• Experience with Salesforce CRM preferred.

Communication &

Collaboration:

• Ability to effectively interact with internal stakeholders and cross‑functional teams.
• Self‑starter who can manage independent work while contributing to collaborative initiatives.

Languages:

• Highly proficient in spoken and written English with the ability to adjust tone and language as needed.