Optima is part of the future of post-acute care by providing clinical, operational, and billing software enabling our clients to increase revenue and efficiencies while improving patient care. Due to our solid growth and commitment to excellent customer experience, we are hiring a Customer Support Representative.
You are a results-oriented professional with a passion for making a difference for your customers. You’re a quick learner, detail-oriented, and enjoy working in a fast-paced environment. You’ll provide timely responses to customer email and field overflow calls to the Support Desk while maintaining the highest level of quality and customer service. Strong communication skills will determine your success in this role.
Duties:
- Retrieve, respond to, and create cases for customer emails within a 5-minute service level window following set guidelines and procedures.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Research required information using available resources.
- Follow standard processes and procedures.
- Accurately process and record call transactions using a computer and designated tracking software.
- Organize ideas and communicate oral messages appropriate to the situation to both customers and co-workers.
- Follow up and make scheduled call backs to customers.
- Redirect customer inquiries to appropriate resource.
- Stay current with hardware and software system information, changes, and updates.
- Participate in regularly-scheduled internal training on Rehab Optima as well as pre-release training.
Requirements:
- Proper phone etiquette.
- Ability to speak and write clearly and accurately.
- Demonstrated proficiency in typing (45 wpm) and grammar.
- Ability to accurately use multiple software applications at one time.
- Ability to articulate step-by-step process understanding.
- Multi-tasking capabilities.
- Knowledge of relevant software computer applications and equipment.
- Knowledge of customer service principles and practices.
- Effective listening skills.
- Willingness to co-operate with others and work to the greater good of the company and the customer.
Why Optima?
Optima provides a full suite of cloud-based solutions for contract therapy companies, skilled nursing (SNFs) and assisted living facilities (ALFs), outpatient therapy clinics, and hospice groups. We serve 10K sites, 50K users, and 1.8M patients – come help us grow those numbers!
Benefits & Perks
- 100% company funded employee health insurance
- Flex scheduling options
- Fully stocked kitchen with snacks and drinks
- Weekly catered lunches
- Free gym membership
- Yearly team building and charity events
- Company-funded volunteer opportunities
- Employee seminars: various health, life, and business topics
- Tuition and continuing education reimbursement
- Casual dress code
- Team atmosphere
