Customer Retention Representative processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Representative offers discounts or special deals as needed and within pre-established limits. Requires a high school diploma or equivalent. Additionally, Customer Retention Representative typically reports to a supervisor or manager. The Customer Retention Representative may require 0-1 year of general work experience. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. (Copyright 2024 Salary.com)
CLASS TITLE: Customer Service Representative
DEPARTMENT: Mental Health and Chemical Dependency FSLA: Non-exempt
ACCOUNTABLE TO: Office Manager SALARY: $16.50/hr
SUMMARY: Under general direction performs customer service representative duties within the
Department assigned; Work varies little, requiring individual judgment within the specifically assigned
Office protocol, and within EMCMHC policies and procedures.
EXAMPLES OF ESSENTIAL DUTIES AND RESPONSIBILITIES: The below list is intended to be
illustrative of the responsibilities of the position and not all encompassing.
MAJOR AREAS OF ACCOUNTABILITY AND PERFORMANCE:
Mental Health and Chemical Dependency
and directing phone calls, and scheduling appointments
confidentiality
needed with admissions, updates, treatment plan reviews, SED/SDMI forms, CSR’s, and
discharges
EMCMHC
SUPERVISION – RESPONSIBILITY FOR WORK OF OTHERS: None
EXAMPLES OF PERFORMANCE CRITERIA AND EXPECTATIONS:
filing system
psychological evaluations, and all required forms
maintains office routine and general office appearance
their Telemed schedules
Telemed presentations and forwards the information to the Site Facilitator
Revised 5/16/2023
EDUCATION, TRAINING, AND EXPERIENCE: To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily.
employment and maintain certification throughout employment
transport any client, your vehicle must have insurance that will cover passengers)
stooping, climbing steps, and prolonged sitting
Reasonable accommodations may be made to enable individuals with disabilities to perform any
non-essential job function.
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