Call Center Associate-Remote

4Front Family - Boston, MA

Full-timeEstimated: $25,000 - $36,000 a year
The Call Center Associate is a vital team member in conveying the MISSION brand values and vision to potential patients, curious members of the public, and/or caregivers in a professional and consistent manner. The Call Center Service Associate is responsible for handling all calls received and email questions generated via our web portal or live chat including: answering incoming calls from patients/caregivers with a concerned smile; answering inquiries and questions with gentleness and respect; helping patients fill online orders and product holds; handling complaints professionally; troubleshooting problems and finding solutions; providing information and directing calls to the appropriate department; tracking relevant data and conducting telephonic and electronic followup. The Call Center Associate will work with the Patient Outreach Manager to build a database of potential patients and caregivers, send followup surveys, and monitor patient engagement.
This position is 100% remote. Work from home.

Essential Job Functions

Answer calls received, incoming emails, and live chat interactions
Respond to emails received from the contact us box on the website
Handle customer inquiries and followup both telephonically and by email
Research required information using available resources (website, internet and its applications, software, documents, and applications, etc.)
Manage and resolve customer complaints in a manner consistent with the principles of Mission
Provide customers with product and service information
Enter new customer information into systems
Update existing customer information
Identify and escalate priority issues
Route calls to appropriate resources
Proactively follow up on customer needs and interests
Document all call information according to standard operating procedures
Complete daily call logs
Produce reports ( weekly monthly, and as required) on all interactions with the public regardless of form (phone, text, email, live chat, etc)
Answer incoming emails from websites and live chat interactions
Computer with highspeed internet access
High school diploma or equivalent
Ability to quickly familiarize with relevant state laws, patients’ rights, and area knowledge
Articulate English language proficiency
Knowledge of customer service principles and practices
Must be 21 years or older
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.