Customer Service Representative - Admissions (Afternoon/Evening Shift Preferred)

The Customer Service Representative (CSR) will be the liaison between our company and its current, past, and potential clients. The successful candidate will work closely with other team members to provide outstanding service to our clients by answering questions, handling complaints, and providing applicable resources and support. The CSR may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each engagement. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. They will be responsible for meeting personal and team targets as well as our customer satisfaction. For more information about Sunshine Behavioral Health, visit us at www.sunshinebehavioralhealth.com

To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Responsibilities:
• Deliver exceptional Customer Service.
• Answering or making calls to clients to answer questions about our programs, begin the admissions process, engage our alumni, or address client care concerns.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage prospective clients, families, and referral sources in a compassionate, inclusive, and professional manner.
• Execute active listening with callers, confirming or clarifying information and diffusing angry callers, as needed.
• Build trust and rapport with potential clients, parents, or family members and drive admissions conversations to gather demographics, presenting problems, and treatment histories.
• Communicate and collaborate with Admissions about the status of qualifying potential clients.
• Assist Admissions team in sending confidential client documents, creating client's EMR, and securely running patient payments.
• Qualify potential clients and log all information into Salesforce.
• Always follow HIPAA regulations regarding client information.
• Understand federal and state requirements regarding client confidentiality and the principles of maintaining protected health information (PHI).
• Build lasting relationships with clients and team members based on trust and reliability.
• Initiate follow-up calls with our alumni to continue to offer support, check-in on their recovery, provide additional support or resources, and gather information regarding their satisfaction with our programs and treatment.
• Understanding and striving to meet or exceed daily qualitative and quantitative targets for yourself and your team and achieve all call center objectives and metrics for service, productivity, and quality.
• Communicate and work effectively with all team members and supervisors.
• Participate in training/learning opportunities to expand knowledge of company and position.
• Providing feedback to management regarding customer satisfaction levels and potential opportunities for improvement.
• Adhering to all company policies and procedures and keep track of your weekly schedule and notify supervisor of any changes or issues.
• Maintain a tidy and organized workspace.
• Utilizing CRM software, telephony, databases, scripts, and tools appropriately.
• Other duties as assigned.

Essential Knowledge, Skills, and Experience
• Proven call center or Customer Service experience with a track record of over-achieving targets.
• Willingness to work shift hours as dictated by scheduling needs, this may include early, mid, or late-shifts and a weekend day.
• An understanding of addiction and/or mental health is preferred, but not required.
• Strong communication skills: actively listening to clients and communicating with them is a core responsibility of CSRs.
• Patience: CSRs must remain calm and patient while dealing with difficult or frustrated clients.
• Problem-solving skills: CSRs must quickly and effectively identify problems and develop solutions to help clients.
• Attention to detail: CSRs need to pay attention to detail to ensure accurate and complete information is captured and conveyed to clients as a solution.
• Multitasking ability: CSRs often need to handle multiple tasks simultaneously, such as managing numerous client inquiries or updating client records while on a call.
• Technical skills: CSRs must adapt to various software programs and technologies to access client information and help.
• Teamwork: CSRs must collaborate with other team members to share knowledge and provide the best Customer Service.
• Flexibility: CSRs must adapt to changing client needs and be flexible in resolving client issues.

Job Type: Full-time, In-Office, Afternoon/Evening Shift Preferred