Client Service Representative 1

About the Company: 

Custom Health is a fully integrated Health-Tech company focused on delivering patient-centric health care as a service. We are on a mission to transform the patient experience for home-based patients, driving better patient outcomes and total cost of care reduction. Powered by our modern purpose-built technology platform, fully owned high-volume central fill pharmacy hubs, and a comprehensive in-house clinical care team, Custom Health delivers optimized and personalized care for home-based patients with precision and at scale. 

Visit our website to learn more: www.customhealth.com 

About the Job:

The Client Service Representative 1 will be responsible for providing exceptional support to Custom Health’s clients in both English and French or Spanish. The ideal candidate will have a strong customer service background, fluency in both languages, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software to both technical and non-technical individuals.  

Job Responsibilities:

• Provide basic inbound/outbound support and address product functionality issues via emails and phone calls in English and Spanish or French as required.
• Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem-solving solutions.
• Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements.
• Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases.
• Escalate technical and higher-level issues to the appropriate level of support when necessary.
• Collaborate with various teams to ensure client needs are met efficiently and effectively.
• Troubleshoot hardware and software issues across a diverse patient demographic.
• Become an expert user of Custom Health's software and stay up to date with all new feature releases.
• Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Perform other duties as assigned.

• A post-secondary degree, diploma, or an acceptable combination of education and relevant experience is required.
• Strong evidence of time management skills, including the ability to prioritize multiple customer issues on tight deadlines.
• Ability to quickly analyze problems and determine the best course of action using available resources.
• Fluent in both English and Spanish or French, with excellent verbal and written communication skills in both languages is a nice to have.
• Ability to explain technical concepts and theories effectively to non-technical audiences.
• Genuine commitment to delivering best-in-class customer and technical support.