Customer Service Representative

Site: Newton-Wellesley Hospital

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Monday - Friday: 6:00 pm - 10:00 pm

Job Summary
Facilitates the relationship between companies and their clients

Essential Functions:
-Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
-Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
-Meet all production, quality, and adherence standards.
-Attend all required training classes.
-Elevate issues to next level of supervision, as appropriate.
-Maintain accurate records, including timekeeping records.
-Performs other duties as assigned
-Complies with all policies and standards

Does this position require Patient Care (indirect/direct)? No

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Experience

customer service experience 0-1 year preferred

Knowledge, Skills & Abilities

Proven customer support experience or experience as a client service representative.

Track record of over-achieving quota.

Strong phone contact handling skills and active listening.

Familiarity with CRM systems and practices.

Customer orientation and ability to adapt/respond to different types of characters.

Excellent communication and presentation skills.

Ability to multitask, prioritize, and manage time effectively.

Additional Job Details (if applicable)

Physical Requirements

Standing Occasionally (3-33%)
Walking Occasionally (3-33%)
Sitting Constantly (67-100%)
Lifting Occasionally (3-33%) 20lbs - 35lbs
Carrying Occasionally (3-33%) 20lbs - 35lbs
Pushing Rarely (Less than 2%)
Pulling Rarely (Less than 2%)
Climbing Rarely (Less than 2%)
Balancing Occasionally (3-33%)
Stooping Occasionally (3-33%)
Kneeling Rarely (Less than 2%)
Crouching Rarely (Less than 2%)
Crawling Rarely (Less than 2%)
Reaching Occasionally (3-33%)
Gross Manipulation (Handling) Constantly (67-100%)
Fine Manipulation (Fingering) Frequently (34-66%)
Feeling Constantly (67-100%)
Foot Use Rarely (Less than 2%)
Vision - Far Constantly (67-100%)
Vision - Near Constantly (67-100%)
Talking Constantly (67-100%)
Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

2014 Washington Street

Scheduled Weekly Hours

20

Employee Type

Regular

Work Shift

Evening (United States of America)

Pay Range
$17.71 - $23.55/Hourly

Grade
2

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

4100 Newton-Wellesley Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.