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Customer Service Representative (VA & TN)
Customer Service Representative (VA & TN)Helpware • Antioch, TN, US
Customer Service Representative (VA & TN)

Customer Service Representative (VA & TN)

Helpware • Antioch, TN, US
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  • [job_card.full_time]
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Customer Support Representative

We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients / healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient / healthcare provider satisfaction while maintaining professionalism and empathy at all times.

This role requires a 3 week-long remote training.

December 15th, 2025

We offer :

  • $16 USD per hour
  • Employee benefits (paid time off, 401K, and healthcare)
  • Meditation app
  • Referral program
  • Paid training
  • Continuous support
  • Growth opportunities

Key Responsibilities :

  • Deliver outstanding customer support through clear and effective communication on every interaction with patients / healthcare providers.
  • Provide first-level assistance via phone and chat channels by addressing patient / healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.)
  • Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.
  • Guide patients / healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
  • Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.
  • Track patient / healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.
  • Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting / assisting providers with prescription correction where needed)
  • Perform other related duties as assigned by managers.

    • Physical and Mental Requirements :

  • Must be physically willing and able to sit for an 8-hour shift.
  • Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.
  • Must be physically willing and able to manage multiple chat conversations simultaneously.
  • Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.
  • Must have the ability to thrive in a high-volume, fast-paced call center environment.

    • Requirements :

  • High School diploma or equivalent.
  • Minimum of 6 months experience in customer service via phone, email, or live chat.
  • Healthcare experience is not required but is considered a plus.
  • Startup experience is a plus.
  • Ability to thrive in a fast-paced, dynamic environment with frequent changes.
  • Open to working all shifts as needed by the business.

    • Qualifications :

  • Strong communication and interpersonal skills.
  • Empathetic attitude with a positive and professional demeanor.
  • Ability to handle challenging customer interactions calmly and effectively.
  • Detail-oriented with strong organizational skills.
  • Tech-savvy and comfortable using CRM and online support tools.
  • Self-motivated and quick to adapt to new information and procedures.
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    Customer Service Representative • Antioch, TN, US

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