Customer Service Representative
New
L
LumiMedsTelehealth
India, U.S. business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Professional-level English
- Experience
- 2+ years
- Required Skills
- SalesforceProblem SolvingCustomer serviceHubSpotZendeskCRM
Requirements
- 2+ years of experience in Customer Service, Patient Support, or Customer Experience.
- Experience supporting customers remotely (phone, chat, and email).
- Professional-level English communication skills (written and verbal).
- Strong problem-solving skills and the ability to remain calm under pressure.
- Highly organized with excellent attention to detail.
- Comfortable handling multiple conversations and priorities simultaneously.
- Strong empathy without losing efficiency or accountability.
- Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar.
- Comfortable working U.S. business hours.
- Self-motivated and able to work independently in a remote environment.
Responsibilities
- Provide exceptional support to patients via phone, email, chat, and SMS.
- Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management.
- Guide patients through the telehealth experience with empathy, professionalism, and accuracy.
- Escalate clinical questions appropriately while maintaining patient confidence.
- Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues.
- Document every interaction accurately within our CRM and patient management systems.
- Follow up proactively to ensure issues are fully resolved.
- Identify recurring patient pain points and provide recommendations to improve processes.
- Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics.
- Represent the LumiMeds brand with professionalism in every patient interaction.
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