Customer Service Representative (CSR)

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn't otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.

Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.

Consensus leads the industry in data exchange solutions and we're only getting started! With exciting new initiatives on the horizon, we are continuing our strategic expansion and we are looking to add to our diverse team of innovators.

Now is the ideal time to join us in our mission to solve healthcare's biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.

How You Will Impact The Organization...

The agent is directly communicating with the fast growing number of end-users by phone and e-mail and helping them set up, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

The value you will deliver...

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers in regards to service issues specifically with a view to retaining customers or checking for potential fraud.
• Responding to chats and emails as required.
• Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers' technical problems and seeing these through to completion.
• Maintain client work schedule and service level requirements.
• Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
• Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
• Report accurately on calls inbound and outbound, record calls and call details on company systems.
• Fulfill special project requests, and support porting or HP as required.
• Ability to work flexible work hours
• Follow up on customer escalations.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.
  
  

What You Will Bring To The Table...

• 2+ years experience in a customer technical support inbound call center environment.
• 2+ Years experience resolving basic user related technical problems with directions given over the telephone or via email.
• Excellent communication skills.
• Superior problem solving skills.
• Proficiency in Salesforce
• Experience resolving basic user related technical problems with directions given over the telephone.
• Ability to work both independently and as part of a team is a must.
• Cross functional skills in supporting customers via chat and email.
• Experience supporting added areas of support functions, examples could include special projects, porting, HP support etc.
  
  

You will stand out if you also have...

• IOS experience is a plus
• HTML experience a plus
• Active, transferable U.S. Security clearance at the Public Trust level or higher preferred.
  
  

Additional Details...

• Location requirements: Fully remote within the U.S.
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet.
• Eligible for sponsorship: No.
• Security Clearance: This position is contingent upon satisfactory completion of a more extensive background check through the Federal Government as a Public Trust Position. Requirements include (subject t #ResonanceCXPartners