As a Call Center Representative, you will be an integral part of our customer service team, responsible for promptly addressing customer inquiries across various communication channels, including calls, emails, and SMS. Your primary focus will be to deliver exceptional support to customers within the mental health medical sector in the United States, assisting them with their queries, concerns, and requests.

Contract Type: Undetermined period

Type of Work: Full-time

Location: Brasov

Work Schedule:

Monday to Thursday from 16:00 to 01:00

Start your weekend early, with a Friday schedule from 16:00 to 22:00

Salary Range: 3000 – 4000 RON net monthly, based on skills and experience

Reporting to: Call Center Manager

Main responsibilities:

• Serving as the primary point of contact for customers reaching out via inbound calls, emails, and SMS
• Engaging customers by demonstrating professionalism, empathy, and persuasive communication to raise interest in our services
• Coordinating and scheduling appointments for our medical staff according to customer preferences and availability
• Addressing billing inquiries, including questions about charges, payments, and statements
• Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the company database
• Engaging with internal stakeholders such as medical staff, billing department, and other relevant teams to facilitate the resolution of customer requests
• handling pre-collection calls to recover payments from customers responsible for out-of-pocket expenses

Key competencies:

• Excellent English communication skills, both verbal and written – mandatory
• Minimum 1 year of customer service experience in a contact center
• Excellent interpersonal and negotiation skills
• data management skills with experience in Excel / Google Sheets
• hands-on experience with CRMs such as HubSpot, Salesforce or similar tools

Nice to have:

• Experience working in a global company
• Knowledge of the United States mental health field
• Knowledge of the United States medical insurance industry
• Fluent in Spanish

Personality traits:

• Very good attention to detail
• Eager for continuous learning, actively seeking out opportunities to acquire new skills
• Demonstrates curiosity and creativity, approaching problem-solving with an innovative mindset
• Logical thinker with strong analytical skills
• Positive and proactive attitude
• Flexible and adaptable, able to thrive in a fast-paced work environment
• Ability to handle difficult customers

What we offer:

• Private medical insurance
• Performance bonuses
• Team building events
• Young and dynamic team – we celebrate diversity and believe in the power of different voices coming together to drive innovation
• Work-life balance – we promote productivity and satisfaction in your personal and professional life
• Evening transportation reimbursement

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