Customer Support Representative

Job Title 

Customer Support Representative

Location

Remote/Nationwide, USA

Additional Location(s)

Employee Type

Employee

Working Hours Per Week

30

Summary

In this role, you’ll respond to customer inquiries via email, phone, SMS, and support tickets, ensuring timely and effective communication. We're looking for someone who is tech-savvy, empathetic, and highly organized—someone who ensures patients feel supported and valued every step of the way.

Essential Duties and Responsibilities

• Customer Support: Respond to customer inquiries across phone, SMS, email, and support tickets with professionalism and empathy.

• Appointment Scheduling: Schedule appointments and communicate clearly with patients about details and next steps.

• Issue Resolution: Troubleshoot and resolve customer concerns or escalate when necessary.

• Support Ticket Management: Monitor and manage support tickets, ensuring prompt response times.

• Product Knowledge: Develop a strong understanding of our services to assist customers accurately.

• Customer Feedback: Document insights and feedback to support team and process improvements.

• Team Collaboration: Work closely with teammates to ensure a seamless customer experience.

• Continuous Improvement: Contribute to maintaining and improving customer satisfaction.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience: Prior customer service experience in a fast-paced environment.

• Communication: Excellent written and verbal communication; clear, friendly, and professional.

• Tech-Savvy: Comfortable using email, SMS, CRM systems, and ticketing tools.

• Problem-Solving: Quick thinker with strong critical thinking and resolution skills.

• Time Management: Highly organized with the ability to prioritize and multitask.

• Team-Oriented: Strong collaborative mindset and willingness to support the team.

• Empathy: Genuine care for helping people and creating a positive experience.

• Preferred: Experience in medical aesthetics or healthcare, remote work experience and Zendesk

Certificates, Licenses, Registrations

Must have and maintain in good standing professional license, certificate, or registration, as applicable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.

Comments

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

NOTICE:

• Successful completion of a drug screen prior to employment is part of our background process, which includes medical and recreational marijuana.
• By supplying your phone number, you agree to receive communication via phone or text.
• By submitting your application, you are confirming that you are legally authorized to work in the United States.

Graham Healthcare Group is an Equal Opportunity Employer