CSR Admin Assistant

Job Title: CSR Admin Assistant
Location: 100% Remote (Philippines)
Compensation: 24,025 PHP/Monthly; Also includes: Night Shift Differential Pay & 13th Month Bonus
Reports to: Customer Service Manager

The CSR Representative will be the first point of contact for all TMDA clients and will provide helpful information regarding TMDA services. They will manage incoming calls, customer service inquiries, reply to emails and messaging in CRM identifying and assessing customer needs to achieve satisfaction while providing ELITE service.

The CSR will act as a liaison between veteran clients and TMDA providers by providing service information, answering client questions, and resolving any emerging problems that TMDA clients may face with accuracy and efficiency.

The CSR will be energetic, patient, empathetic, and highly communicative with TMDA clients. They will be able to work autonomously and will be able problem solve, troubleshoot, and investigate alternative solutions to resolve complaints and follow up to resolve any client issues.

The CSR will participate in meetings and with the CS team to discover new tactics while maintaining expert knowledge about company products or services to best help customers. They may assist and less-experienced team members. Completes routine tasks under moderate supervision.

What You'll Do:

• Supports the Telemedica Administrative team and provides team with administrative tasks as assigned.

• Supports & communicates with veteran clients, providers, and veteran coaches as needed in accordance with Telemedica service level standards (to include call, email, Prognocis, and text communications).

• Provides innovative ideas and proactively recommends improvements/solutions to increase performance.

• Gathers information to determine the appropriate course of action.

• Navigates multiple internal systems to supports initiation of services for Telemedica.

• Demonstrates empathy and actively listen to veteran clients.

• Documents and communicates key information clearly and concisely.

• Uses the internal database, search for information based on clients' needs.

• Determines training needs of the customer service department as a catalyst for changes and improvements in performance and quality.

• Ensures the highest quality and timeliness for all service initiation.

• Ensures HIPAA compliance for all communications.

• Ensures administrative tasks are completed in a timely manner.

• Ensures company policies and procedures are adhered to.

• Completes required reporting as assigned by the customer service manager or other leadership.

• Creates reports, presentations, documents, files, spreadsheets, and databases as required.

• Ability to work independently on shift when needed and uses critical thinking initiatives to work through customer solutions.

• Handles 1st-level escalations.

• Manages increased workloads as customer volume increases.

• Other duties as assigned.

What You'll Bring:

• Ability to communicate effectively, both orally and in writing.

• Experience with using a CRM.

• Methodical and logical thinking, able to carry out day-to-day tasks with little supervision.

• Use initiative to identify problems and provide solutions.

• Competency in Google Suite.

• Problem-Solving skills.

• Time-Management skills.

• High level of attention to detail.

• Knowledge of Zoom Dialer.

• Reliable and able to work on own initiative.

• Deadline conscious.

• Knowledge of Google Suite preferred.

• The ability to work autonomously.

Required Qualifications:

• 1 or more years of customer service experience.

• 1 or more years of Administrative Assistant experience.

• Reliable high-speed internet

• Working experience in CRMs.

Preferred Qualifications:

• Experience working with Veterans is a plus.

• Spanish speaking language skills is a plus.

• Health Care (HIPAA compliance and related services such as healthcare and psychological services experience is a plus).

• Bachelor’s Degree in a related field.

• Familiarity with veteran administration.

• BPO experience

Compensation & Benefits:

Along with competitive pay, full-