Role Description We are currently seeking a highly motivated and empathetic Customer Service Representative to join our dynamic team. In this role, you will play a crucial part in ensuring that every patient and client interaction reflects our commitment to excellence in care and service. You will be the first point of contact for patients, families, and healthcare professionals, providing timely and accurate information, scheduling appointments, managing inquiries, and addressing concerns effectively. This position requires a detail-oriented individual with excellent communication skills and a passion for helping others. As a Customer Service Representative at iCare Psychiatry and Behavioral Services, you will contribute to a supportive environment that values respect, professionalism, and patient confidentiality. - Greet and assist patients and visitors in a courteous and professional manner. - Answer incoming phone calls promptly and provide accurate information regarding services and appointments. - Schedule and confirm patient appointments using the company’s management system. - Maintain patient records and update information in compliance with privacy policies. - Handle patient inquiries, complaints, and concerns effectively and escalate issues when necessary. - Coordinate communication between patients, healthcare providers, and administrative staff. - Process billing information and assist patients with insurance verification and payment procedures. Qualifications - High school diploma or equivalent; additional certification in customer service or related field is a plus. - Proven experience in customer service, preferably in a healthcare or hospital setting. - Excellent verbal and written communication skills. - Strong organizational skills with the ability to manage multiple tasks simultaneously. - Proficiency in using computer software and patient management systems. - Ability to maintain strict patient confidentiality and adhere to HIPAA regulations. - Compassionate and patient-focused attitude with a strong commitment to providing quality service. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Training & Development - Work From Home - Flexible Schedule

- Manage incoming calls, emails, and messages from clients and provide timely and accurate responses to their inquiries. - Collect and document essential information from clients regarding their cases, ensuring all necessary details are accurately logged. - Assist clients in navigating their cases by providing updates and information about the legal process. - Address and resolve client issues or concerns in a professional and empathetic manner, escalating complex situations to the appropriate team members when necessary. - Support administrative tasks as needed, including data entry, managing schedules, and organizing client files.

• Follow company policies and instructions, and maintain the company's equipment and prestigious image • Adhere to working hours, schedules, breaks, and tasks assigned; deliver work before the deadline • Answer contact center inbound calls and serve customers with the required services • Handle inbound and outbound customer transactions across all channels including voice, WhatsApp, social media, email, live chat, and any other customer service channels • Handle customer complaints, inquiries, and feedback through all customer service channels; ensure mastery shopping services and enhance customer satisfaction • Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution • Make outbound telemarketing and sales calls for company projects • Collect and accurately record customer feedback and information • Maintain and achieve individual Key Performance Indicators (KPIs) including quality scores, resolution time, and customer satisfaction metrics • Contribute to enhancing overall customer experience and satisfaction • Update customer records and case logs in the CRM system accurately

Role Description The Technical Operations Support Specialist is responsible for providing operational and technical support for tolling technology, lane controller systems, and intelligent transportation systems products nationwide. This role works closely with field technicians, system administrators, IT teams, and customers to ensure the highest level of system availability and customer satisfaction. - Monitor system health, troubleshoot hardware and software issues, manage incidents and service level agreements through ServiceNow, coordinate escalations, and support the installation and testing of new hardware and system components. - Participate in a 24/7/365 support rotation to ensure continuous operational coverage. Qualifications - High school diploma or equivalent required. - Certificate, diploma, or degree in a technology, electronics, or IT-related field preferred. - 2+ years of experience in customer service, technical support, operations support, or an IT-related field preferred. - Strong troubleshooting and analytical skills. - Experience with service desk or help desk ticketing systems such as ServiceNow. - Knowledge of hardware and software troubleshooting. - Familiarity with Linux operating systems preferred. - Familiarity with Windows server installation and configuration is a plus. - Experience with systems monitoring tools and operational dashboards. - Knowledge base article creation and documentation experience preferred. - Familiarity with tolling technology or intelligent transportation systems is a plus. - Excellent verbal and written communication skills. - Strong customer service and interpersonal skills. - Ability to work independently and as part of a team. - Strong organizational and multitasking abilities. - Inductive and deductive problem-solving mindset. - Ability to prioritize and respond effectively during high-priority incidents. Requirements - Provide front-line technical support to internal and external customers. - Handle incoming customer calls, incidents, and support requests from multiple communication channels. - Manage service level agreements (SLAs) through ServiceNow to ensure customer support requirements are met. - Communicate incident updates, outages, and resolutions to stakeholders. - Troubleshoot hardware, software, and system issues using documented procedures and knowledge base materials. - Resolve technical issues when possible and escalate more complex issues to higher-level support teams as needed. - Confirm issue resolution with customers, endpoints, and automated monitoring systems. - Monitor system hardware, software, and operational dashboards to ensure system availability and efficiency. - Provide support for lane controller systems operating on Linux platforms. - Ensure proper data flow between lane controllers, Accounting systems, and Violation Enforcement systems. - Support intelligent transportation systems equipment and tolling technologies. - Assist with the installation, testing, and validation of new hardware and software deployments. - Support IT and operational teams as needed during incidents or maintenance activities. - Triage and prioritize incidents quickly based on severity and customer impact. - Document incidents, troubleshooting steps, and resolutions in the work management system. - Prepare SLA and operational performance reports as needed. - Update and maintain support documentation and knowledge base articles. - Provide feedback to improve operational procedures and support processes. - Assist with training and mentoring newer team members. - Share operational knowledge and best practices with the team. - Participate in continuous improvement efforts for support operations and documentation. - Participate in a 24/7/365 on-call and operational support rotation. - Provide support coverage during scheduled shifts, weekends, holidays, and emergency situations as required. Benefits - Paid days off (i.e. vacation, sick days, bereavement leave) - Health and Dental plans - Retirement plans - Employee and Family Assistance Program (EFAP) - Employee referral program