Job Description

Job Description

Job Description

***Must be able to attend in-person training at the Akron site for 1-3 months, after training option to work form home***

Deliver world-class customer support for Medicaid technology programs with Epiphany, an award-winning Employer of Choice. As part of a growing Customer Service Representative team, you will help healthcare workers troubleshoot technical issues, answer questions, provide direction, and triage issues on various client applications.

As an Employer of Choice, Epiphany believes in providing their workforce with a healthy work-life balance. They are passionate about creating opportunities for employees, promoting individual development and career progression from day one.

Work Schedule

• Training period (1 to 3 months): Training is 8:30 to 4:30 Monday - Friday (no weekends or holidays) onsite in Akron, OH. Once trained, you have the option to work remotely from home. Work-from-home requires a quiet home workspace with broadband internet.

• Work Schedule (Remote/Work-From-Home): Once training is completed, flexible work schedules are offered from 8 am to 8 pm Monday - Friday.

Primary Job Responsibilities

• Make outbound calls to gather information from healthcare workers (these are support only calls, no sales).
• Assist healthcare workers with a new timekeeping application.
• Document customer calls in the ticketing system.
• Communicate clearly and concisely with customers.
• Work in a team, sharing information, learning from each other, and maintaining the common goal of solving customer problems quickly and efficiently.
• Take inbound calls as needed.

Essential Qualifications & Skills

• HS Diploma or GED
• Customer Service Experience
• Strong written & verbal communication skills
• Comfortable working in fast-paced environments
• Great active listening skills
• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude
• Strong time management, multi-tasking and organizational skills
• Adaptability and flexibility
• Ability to work independently to solve problems and gain/share knowledge

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