Customer Success Representative

About the Role

We are looking for a dedicated Customer Success Representative to join our team remotely on an Eastern Standard Time schedule. In this role, you will serve as the key contact for patients and healthcare providers, assisting with prescription orders, payments, and resolving issues via phone, email, and chat. This is a long-term direct hire opportunity offering stable employment and potential career advancement into inside sales roles for top performers.

Key Responsibilities

• Handle inbound and outbound communications with patients and providers through multiple channels including phone, email, and chat.
• Support patients by answering prescription inquiries, tracking order status, confirming shipments, and processing payments.
• Perform outbound follow-ups to complete orders, collect payments, and verify information.
• Manage requests for replacements, refunds, and payment links as necessary.
• Escalate complicated questions to relevant internal departments or pharmacy personnel.
• Accurately document all interactions using various systems while managing live customer contacts.
• Adhere strictly to HIPAA regulations, company policies, and standard operating procedures.
• Consistently meet performance metrics related to productivity, quality, and customer service levels.

Candidate Requirements

• High school diploma or GED completion is mandatory.
• At least two years of experience in customer service or call center roles.
• Experience working in high-volume phone environments handling 30 to 50 calls daily.
• Excellent verbal and written communication skills.
• Capability to multitask across several platforms while assisting customers efficiently.
• Proficiency with Microsoft Office applications including Outlook, Teams, Word, and Excel.
• Availability to work assigned shifts from 10:00am to 6:30pm EST including rotation of weekends and occasional holidays.
• Ability to work remotely from a quiet, dedicated workspace.

Preferred Qualifications

• Familiarity with Genesys or equivalent call center software.
• Experience within the pharmacy, healthcare, or regulated industries.
• Bilingual capabilities, especially Spanish, are a plus.

Additional Information

Dexian is a significant workforce solutions provider employing over 12,000 individuals with 70 global locations. Established through a 2023 merger involving DISYS and Signature Consultants, Dexian ranks as a top IT staffing firm and the second largest minority-owned staffing firm in the U.S. The company champions diversity and equal employment opportunity across all candidate demographics.

Terms & Compensation

This is a full-time remote position paying between $17 and $18 per hour with a scheduled shift from 10:00am to 6:30pm EST.