Customer Service Representative
: Job Details :

** Customer Service Representative**

**Job Category****:** Program Positions **Requisition Number****:** CUSTO02958 Showing 1 location **Job Details**

**Description**

Vaccines are one of public healths greatest achievements. Vaccines help prevent disease and help keep Californians of all ages healthy. The California Department of Public Health Immunization Program provides leadership and support to public and private sector efforts to protect the population against vaccine-preventable diseases.

The Customer Service Representative (CSR) performs a variety of duties necessary for the successful operation of the Immunization Branchs Vaccine Management section to protect against vaccine-preventable diseases through the California COVID-19 Vaccination Programs Call Center. The CSR will operate in a fast-paced call center and utilize customer service skills to answer calls from healthcare providers, document relevant call and order information in online systems, answer and triage Program related inquiries, assist callers with provider enrollment and possible recertification issues, and handle vaccine related questions. In addition to the customer service component of the CSR duties, the CSR is also responsible for reviewing and approving vaccine requests, submitted by participating providers, in accordance to set procedures for ensuring order adequacy, accuracy and accountability. Duties also include acting as a liaison with the programs vaccine distributors to triage, report and resolve incidents related to vaccine shipments.

This is a temporary, grant-funded, full time, benefitted position. This position is expected to last through June 2022 and may be extended should funding become available.

Only local candidates will be considered.

Will begin as a remote role, but expected to work on-site in Richmond, CA

Must submit a resume with the application.

Must be able to work flexible hours, including weekends and holidays.

**ESSENTIAL FUNCTIONS**

* Answer incoming calls and provide solutions to the callers general inquiries about topics including, but not limited to, the Immunization Program, requirements, enrollment process, eligibility, and vaccine ordering through the programs online ordering portal.

* Assist public callers in locating nearby healthcare provider sites enrolled in the California COVID-19 Vaccination Program utilizing available online tools.

* Assist healthcare providers in submitting required program information via the programs online systems, including the online vaccine ordering and online enrollment systems.

* Triage provider issues pertaining to the programs various online applications, providers accounts, vaccine requests, and shipped vaccine orders; when indicated escalate further to provide technical expertise to support and resolve the issue.

* Identify and escalate calls with a Program priority issue, recognize and alert supervisor of call centers calls trends or unusual calls, and when indicated, route or transfer callers to the appropriate department/section for further assistance.

* Routinely document telephone calls, provider issues and correspondence with enrolled providers.

* Utilize online systems and tools to review, process and approve vaccine orders, review vaccine transfers and returns, and related forms (such as temperature logs for order approval).

* Enter information from forms into the Programs vaccine management systems. When necessary, follow-up with providers to ensure issues or questions on submitted vaccines requests or provider accounts are resolved.

* Edit or modify provider accounts in the online system, as needed.

* When indicated, communicate with providers requiring additional follow-up related to key program areas, including enrollment, recertification, vaccine ordering compliance issues, profile information updates, etc.

* Assist in tracking, compiling, and reporting on several special data requests relevant to call center activities.

* Attend huddles/meetings with Call Center team, as scheduled and needed.

* Attend training as scheduled and needed.

* Perform other related duties as assigned by the Call Center Supervisor in support of the Immunization Branch and/or California COVID-19 Vaccination Program.

**JOB QUALIFICATIONS**

* High school graduation and three years of related administrative experience; or an equivalent combination of education and experience.

* Minimum one year of customer service experience, ideally working in a call center environment, handling large volume of calls, providing direct customer information, providing product information/knowledge, triaging and resolve account/customer related service problems.

* Minimum of one year of experience working with various software typically used in a call center environment as part of providing customer service over the phone, and processing/documenting customer requests. This may include- handling and maintaining customer account information, customer interaction documentation, order review, order processing, order replacement, and order tracking within an electronic or online system.

* Knowledge, skills and ability to use computer applications and online based systems as part of performing, documenting, and tracking daily work activities and assignments.

* Excellent communication and organizational skills.

* Must have excellent telephone etiquette and listening skills.

* Possesses excellent verbal and written communication skills (technical, and non-technical).

* Have a professional, positive attitude and work ethic.

* Experience working in a fast-paced environment.

* Ability to multi-task effectively, prioritizing and managing assigned tasks in a timely manner.

* Tech Savvy high level of comfort with a range of technologies and using them simultaneously phone systems, databases, software applications, etc.

**Education/Experience**

* Possession of a high school diploma or G.E.D equivalency, required.

* Bachelors Degree, preferred.

**Other Skills, Knowledge, and Abilities**

* Familiarity with CRM systems.

* Experience in communicating directly with healthcare providers/clinic staff.

* Previous public health or immunization experience.

* Excellent command of the English language including grammar, spelling and punctuation.

* Excellent organizational and analytical skills.

* Demonstrated skills in modern office methods, procedures, and practices including typing and internet search skills.

* Demonstrated ability to enter alpha and numerical data with 100% accuracy into computerized systems.

* Ability to follow detailed written instructions.

* Ability to accurately look up personal health record data in computer systems.

* Ability to adhere to confidentiality policies.

* Ability to work effectively and cooperatively with colleagues.

* Ability to work independently with appropriate supervision, and as part of a team.

* Must have Wi-Fi/Internet access at remote location for use during work hours.

**PHYSICAL DEMANDS**

**Stand** Frequently

**Walk** Frequently

**Sit** Frequently

**Handling / Fingering** Frequently

**Reach Outward** Occasionally

**Reach Above Shoulder** Occasionally

**Climb, Crawl, Kneel, Bend** Not Applicable

**Lift / Carry** Occasionally - Up to 50 lbs

**Push/Pull** Occasionally - Up to 50 lbs

**See** Constantly

**Taste/ Smell** Not Applicable

**Not Applicable** Not required for essential functions

**Occasionally** (0 - 2 hrs/day)

**Frequently** (2 - 5 hrs/day)

**Constantly** (5+ hrs/day)

**WORK ENVIRONMENT**

Temporarily remote until further notice. Regular work will resume on-site at California Department of Public Health (CDPH) in Richmond, CA when notified.

**EEOC STATEMENT**

It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, se