Inbound Support Representative

Inbound Support Representative:

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

The Customer Care Coordinator will work with our most valuable asset- our customers. This person will be an instrumental member of our inbound phone support team. They will field incoming calls into our call center in an efficient and effective manner. They will be responsible for providing a top-notch service, handling customer inquiries and resolving issues. The support team’s goal is to increase customer retention by driving product adoption and resolving problems on the first call.

For Full-Time Employees we offer:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Primary Job Duties:

• Coordinating & Implementing Solutions for Customers: Fielding customer issues via inbound calls by responding in a timely and professional manner, closing the loop, and ensuring customer satisfaction on the first contact.
• Customer Relationship Management: Documenting interactions quickly and accurately in Salesforce. Utilizing the proper call coding for tracking purposes and to assist in driving initiatives to improve the overall customer experience.
• Cross Functional Collaboration: Partnering with leadership and various internal departments to ensure customer issues get resolved properly and advocate on customers behalf.
• Product Support & Training: Has a depth of product knowledge that enables proper account servicing as well as provides basic training to users during interactions to drive product adoption and usage.

Minimum Qualifications:

• Can handle 35 calls a day with an average talk time of 7 minutes or less per call
• Ability to become a product expert and understand all aspects of Rectangle Health account management
• Provide appropriate directions and solutions in attempt to resolve the issue on first contact
• Properly manage tickets with appropriate tracking and detailed notes, including follow-up
• Resolving customer issues with effective problem-solving skills to retain customer satisfaction
• Diffuse customer frustration and escalate to management when necessary
• Maintain a professional demeanor and provide thoroughness on all calls
• Have excellent written and phone communication skills
• Ability to collaborate within a team
• Ability to work in a fast-paced environment and be extremely efficient
• Experience working with payments technology is a plus
• Adaptable to challenges and has ability to process, understand, and memorize new information quickly

About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually