Customer Operations Associate

Key Responsibilities:

Handle inbound calls in a call center environment, addressing a wide range of customer inquiries related to operations.

Respond to calls with urgency, escalating issues per call center protocols when necessary; time-sensitive cases such as emergency orders and credit holds must be addressed promptly due to potential impact on patient care.

Conduct thorough research to resolve concerns, including order status, invoice inquiries, and other operational issues.

Review customer statements and provide detailed explanations for any discrepancies identified.

Monitor service tickets and recorded phone conversations to ensure quality standards are met, escalating concerns to management for review and potential process improvements.

Identify recurring concerns from customer interactions and recommend process improvements to enhance efficiency and service quality.

Qualifications (Required):

• Bachelor’s degree in Business Administration, Finance, or Healthcare.
• Minimum of 1 year of experience in customer service or a call center environment.

Preferred Qualifications:

Experience working in healthcare, shared services, or BPO environments.

Technical Skills:

• Proficiency in Microsoft Excel
• Database analysis
• Vendor statement comparison and reconciliation
• Familiarity with call center systems (e.g., Cisco phone system)

Core Competencies:

• Strong attention to detail
• Excellent customer service skills
• Adaptability and flexibility in a fast-paced environment
• Quick learner with the ability to multitask effectively
• Strong verbal and written communication skills
• Originally posted on Himalayas