• Provide outstanding customer service experience in both French and English • Take ownership of customer requests and orders • Handle returns and resolve problems • Facilitate customer interactions with other departments

Role Description We are seeking a Virtual Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service, handling inquiries, resolving issues, and ensuring customer satisfaction. The Customer Care Representative provides outstanding service to our customers by: - Responding to a high level of inbound customer calls, inquiries, and requests which may require research and investigation to reach resolution. - Actively engaging customers to ensure complete understanding of the issues and providing accurate and efficient responses in a prompt, respectful, and courteous manner. Not for candidates outside the States! Responsibilities - Demonstrates the ability to perform all entry and intermediate-level tasks. - Facilitates communications between various Customer Service Operations work groups. - Applies solid knowledge of business concepts, procedures, and practices, and a complete understanding of fundamentals in a functional area working knowledge of other related disciplines. - Performs complex assignments usually without established procedures, requiring considerable judgment, initiative, creativity, and leadership. - Plans and organizes non-routine tasks with approval, establishing priorities of work assignments. - Solves a wide range of complex problems requiring advanced interpretation of generally defined procedures and practices. - Understands the organizational structure and key roles of teams. - Maintains general knowledge of products/services associated with the area and employees involved with specific product lines and services. - Update and maintain customer information in the database. - Understand the kind of services we offer during the job training. - Provide customers with all the information that they require. - Keep track of customer accounts by recording their account information and the issues they have reported. - Handle customer complaints actively and ensure their resolution on time. - Take orders and calculate the charges by processing customers’ information. - Answer customer questions and maintain healthy relationships with the customers. - Review customer accounts for any changes. - Resolve customer complaints on time and ensure the quality of services is maintained. - Handle changes in policies of the company and explain them to the customer. - Generate sales leads for our clients. - Maintain a record of all the tasks undertaken and submit it to the higher management. Qualifications - Bachelor’s degree in any discipline. High School Diploma with relevant experience will also be considered. - 2+ years of experience as a Sales Representative or Front Desk Representative or related role in the Customer Service industry. - Excellent knowledge about CRM Softwares like Zoho, Zendesk, etc. - Knowledge of social media will be an added benefit. - Ability to provide results under pressure. - Excellent communication and interpersonal skills. - Good problem-solving skills. Benefits - Competitive compensation. - Comprehensive benefits package, including medical, dental, vision, and paid vacation/sick days. - 401(k) plan. - Generous employee pet discounts. - And more!

• Answer, screen, and route incoming calls to the appropriate team member • Take and relay messages or transfer calls to voicemail when staff are unavailable • Log phone calls and upload documents into the online document management system • Provide clerical support to office staff, including faxing, copying, and file organization • Maintain regular communication with clients and respond to questions • Obtain insurance coverage information in a timely manner • Follow up on medical treatment and confirm continuity of care • Request and obtain medical records and billing statements from providers • Communicate with insurance companies regarding treatment status and update adjuster information in the system • Perform additional administrative and case-related duties as assigned

• Answer, screen, and route incoming calls to the appropriate team member • Take and relay messages or transfer calls to voicemail when staff are unavailable • Log phone calls and upload documents into the online document management system • Provide clerical support to office staff, including faxing, copying, and file organization • Maintain regular communication with clients and respond to questions • Obtain insurance coverage information in a timely manner • Follow up on medical treatment and confirm continuity of care • Request and obtain medical records and billing statements from providers • Communicate with insurance companies regarding treatment status and update adjuster information in the system • Perform additional administrative and case-related duties as assigned