Find & Apply For Customer Service Representative Jobs in Middletown, New York

Hours:

Monday-Friday 8am-4pm during training.

• After training schedules are posted 3 weeks in advance.
• Regular work schedule is 5 days/week 7.5 hours/day includes weekends. Hours are start times between 9am-12pm. (Those flex based on call volume) Usually it is 1weekend day off and a day off during the week.
• 37.

5 hours per week expected. 7.5 hours per day.

Required Education:

• High School diploma or equivalent

Required Qualifications:

• Minimum of 1 year of experience in customer service, healthcare, medical office, or a related service-oriented setting.
• Basic computer skills, including navigating systems, entering information, and documenting customer interactions.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to handle inbound calls professionally, demonstrate empathy, and de-escalate challenging interactions.
• Ability to work onsite in Middletown, NY, and maintain a flexible schedule that includes weekends.

Preferred Qualifications:

• Previous experience in a high-volume call center or healthcare contact center.
• Experience supporting patients, scheduling services, or resolving healthcare-related inquiries.
• Experience documenting customer interactions, coordinating with multiple departments, and following issues through resolution.

Responsibilities:

• Answer inbound phone calls and identify callers' questions, concerns, and underlying needs through active listening and appropriate questioning.
• Gather relevant information, conduct initial investigations, and determine the scope and nature of caller issues.
• Coordinate with internal departments and external resources to resolve inquiries, escalating complex issues when necessary.
• Make outbound calls to patients, providers, pharmacies, and other relevant parties to obtain information and resolve outstanding questions.
• Resolve inquiries during the initial call whenever possible, promoting first-call resolution and a positive caller experience.
• Accurately document caller concerns, research performed, actions taken, follow-up requirements, and final resolutions.
• Maintain a professional, confident, and empathetic approach while managing conversations and de-escalating difficult interactions.
• Provide timely status updates and maintain communication with callers while issues are being resolved.
• Remain focused on caller interactions while navigating computer systems and handling multiple information sources.
• Demonstrate empathy and sensitivity when assisting callers with personal, medical, or other potentially stressful situations.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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