Job Description

Customer Service Representative

Biote is the world leader in hormone optimization and we are adding to our team. We partner with providers to take a complete approach to healthier aging through patient-specific bioidentical hormone replacement therapy and the only nutraceutical line created specifically to support hormone health.

We are looking to add an experienced Customer Service Representative to our Irving, TX team. You must be located in the Dallas area for this role and it will be a hybrid WFH role after the initial training period.

Daily Duties

As the Customer Service Rep, your daily duties will include:

• Interacting with potential patients and practitioners via inbound and outbound channels; understanding and interpreting technical requirements, providing information, and developing accounts.
• Evaluates patient needs, offering guidance and recommendations to locate a provider.
• Maintains and improves quality results by following best practices and recommending improved policies and procedures.
• Continually updates knowledge proactively participating in educational opportunities.
• Accomplishes department and organization goals by accepting ownership for accomplishing new and varying requests.
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information.
• Adopts a continuous improvement approach to the Service Desk function and key operational metrics; identifies and implements improvement opportunities for efficiencies and automation.
• Monitors service delivery and ensures excellence in service levels.
• Handle customer and patient nutraceutical questions.
• Ensures deadlines and targets are met.
• Promotes goodwill and a positive image of the company to callers.
• Provides timely and accurate information to incoming customer product knowledge requests.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Takes initiative with team members to stay actively engaged in Customer Service team-related work activities and seeks to support organizational needs when available utilizing proper prioritization of tasks.

Background Requirements

As the Customer Service Rep, your background should include:

• High school diploma or equivalent required, Bachelor's degree preferred.
• Kind self-starter, fast learner, and reliable
• At least 2 yrs of experience in a busy medical office, customer service or call center position effectively handling inbound and outbound calls.
• Bilingual Spanish highly preferred.
• Passionate about wellness; dedicated to helping people live healthier and happier lives.
• Customer-focused; ability to identify the appropriate solution for each customer's individualized needs.
• Strong computer skills; proficiency in MS Office Desktop & Web Applications.
• Ability to effectively adapt to rapidly changing technology and apply it to business needs.
• Ability to thrive in a sense-of-urgency environment and leverage best practices.
• Demonstrates initiative, flexibility, and ability to adapt to changing priorities and work environments.
• Strong time-management and organizational skills with the ability to manage multiple projects simultaneously; ability to quickly prioritize tasks.
• Proven track record of prospecting, closing and exceeding sales goals.
• Skilled at building and maintaining relationships.

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