Customer Service Representative (Onsite)

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Job Summary:

As a Customer Service Representative, you will be the primary contact for our customers, assisting them with confirming service, questions and concerns and providing exceptional support. 

Job Responsibilities:

• Place outbound calls as directed while maintaining current client information and escalating priority issues as appropriate.
• Document all information in accordance with the standard operating procedures (SOP).
• Stay current with relevant guidelines and policies including, but not limited to, the health insurance portability and accountability act (HIPAA).
• Ensure compliance with all company procedures and guidelines, including, but not limited to, the code of business conduct and ethics.
• Stay current with the relevant guidelines and policies for medical billing.
• Conducts themselves in a professional manner in all interactions with employees.
• Excellent verbal and written communication skills and the ability to work in a team environment.
• Ability to interact and build strong professional relationships with customers and peers at all levels of the organization.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to work nights and/or weekends and overtime, as needed.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• You will be required to successfully complete an assessment showing understanding of client processes necessary to the job functions with a score of 80% or higher. The client will make reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Educational and Experience

• High school diploma or equivalent; bachelor's degree is a plus.
• Proven experience as a Customer Service Representative or similar customer-facing role.

Skills & Competencies:

• Strong communication and interpersonal skills, with the ability to engage customers in a professional and friendly manner.
• Highly organized and detail-oriented with the ability to multitask and prioritize workload effectively.
• Ability to work in a team environment and collaborate with other associates to achieve goals.

ADDITIONAL REQUIREMENTS

• Must be available to work flexible hours, including weekends, evenings and holidays.
• Must have a positive attitude, strong work ethic and willingness to learn.