GENERAL INFORMATION

Location
Remote
Function
Ops-CSR
Business Unit
Durable Medical Equipment
Full-time/Part-time
Full Time
Salary Range Min - Max (USD)
17.25-23.25
Country
United States
Date
26-Aug-2025
Job ID
4980

JOIN OUR TEAM AND MAKE A DIFFERENCE!

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or playing a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

JOB SUMMARY:

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move the customer to the appropriate Product Support Specialist. Performs other administrative duties as requested.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• A high school diploma or GED is required for this role.
• An associate or bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of the company’s products, services, and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company’s diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a team
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain stationary for extended periods, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.
  Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.

• Provides customer support by phone, email, or instant messaging to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Business.