Customer Service Representative

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.
Position Description:
Medscape Member Support Representatives serve our customers through mostly written communications, which come into our CRM tool via email and our help center help.medscape.com.

If you thrive working on a small team, enjoy collaborative thinking, yet have the ability to work independently, this is the team for you! Team dynamic is extremely important, so we are looking for a candidate who not only fits the below qualifications, but also embodies the idea of combining a hard work ethic with a light spirited personality.

Being on this team means extensive training, personal development opportunities to ensure you’re always working at your full potential, team building exercises, and constant support to help you stay successful with our always changing protocols and expectations. Medscape is always improving, growing, and expanding, so we need a candidate who is capable of adapting to changes and eager to drive improvements to better our team and the Medscape overall company.

Onboarding & training will be in person, in our Indianapolis office.After training is completed, this is open as a work from home position; however, management does reserve the right to ask you to come in for office events, managing technology issues, and further training, events or certain team meetings. This opportunity to work from home remains possible by meeting the team’s QA and productivity standards. This is a huge opportunity to be part of the WebMD family, as well as have extra time at home with your own family. Working from home is a huge perk..think of what you can accomplish during the time you would normally commute.

In addition, full time employees with Medscape have excellent benefits, including but not limited to:

Medical, Dental, and Vision Benefits
Partial 401K match
Accrued vacation time of over two weeks annually
Paid sick time and 10 observed holidays
Employee discounts and more
General responsibilities include:

Provide excellent customer (member support) service and strive for one contact resolution.
Handle incoming and assigned email requests/tickets along with special projects when assigned.
Assist participants with registration, log in issues and general account profile settings/changes.
Assist participants with our Continued Medical Education inquiries/ issues for healthcare professionals and their certifications.
Assist participants with navigation of the Medscape site and App.application functionality and features
Assist participants with overall Paid Market Research inquiries/issues, including but not limited to: invites, technical issues, over quota messaging, payment/redemption issues, payment history etc.
Work with Project Management on escalated issues concerning all Paid Market Research escalations via our Buddy system and beyond.
Accurately and kindly respond to all feedback and escalate said feedback to manager who will pass it along to the correct department(s) – feedback could include but not limited to clinical errors within our database, spelling mistakes within our newsletters, general overall editorial feedback and site/app suggestions and trends of issues.
Accurate use of CRM tool (Zendesk) – grabbing, casing, documenting & responding to inquiries in a manner that is efficient, accurate, and pleasant to the member.
Strive for productivity and quality ratings of 85% or higher.

Skills & Competencies:

Previous experience in a call center, where you not only answered calls, but also email or online chat
Self-motivated with proper grammar and professional writing tone
Knowledge of CRM systems, noting accounts and customer interactions
Problem-solving abilities: Note all problems are common and expected. Agents need to be able to think quickly, assess the situation, and figure out the best possible solution and/or possible cause of the issue.
Organizational skills: The job sometimes requires virtual support agents to juggle a lot of information and jump from one issue to an entirely different type of problem, and they need to be prepared to escalate, organize and manage following up until resolved.
Ability to multitask, prioritize and manage time effectively
Proficiency in the utilization of software applications, including MS Word, Google Docs and Gmail.
Willingness to work a flexible schedule and overtime when needed
Successful completion of a background check and drug screen is required
Preferred:
2+ years of experience in a call center/customer service office environment
Experience with a CRM system(s) and practices