The Customer Service Representative acts as a primary point of contact for clients and partners, managing inbound inquiries and resolving issues across phone, email, and live chat. Responsibilities include documenting interactions in the CRM system, assisting with client onboarding, tracking performance metrics, and collaborating with internal teams. Candidates should possess strong communication and problem-solving skills to handle client concerns effectively.
Customer Service Representative
About DLN Consulting Group
DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We are committed to delivering exceptional service and strategic solutions that empower our clients to achieve their goals. Our people are the foundation of everything we do — and we invest in building a team that reflects that commitment.
Position Summary
DLN Consulting Group is seeking a personable, professional, and solutions-focused Customer Service Representative to serve as a primary point of contact for our clients and partners. In this role, you will handle inbound inquiries, resolve issues, and ensure every client interaction reflects DLN’s commitment to excellence. This position is ideal for someone who thrives in a fast-paced environment and genuinely enjoys helping people.
Requirements
- Respond promptly and professionally to client inquiries via phone, email, and live chat
- Provide accurate information about DLN’s services, processes, and programs
- Resolve client concerns and complaints with empathy, efficiency, and professionalism
- Document all client interactions and resolutions in the CRM system
- Follow up with clients to ensure issues have been fully resolved and satisfaction is achieved
- Escalate complex or unresolved issues to the appropriate department or supervisor
- Identify recurring client concerns and communicate trends to management
- Assist with onboarding new clients and guiding them through DLN’s processes
- Collaborate with internal teams to ensure seamless client experiences
- Meet or exceed KPIs including response time, resolution rate, and client satisfaction scores
Benefits
- Competitive pay commensurate with experience
- Remote/hybrid work flexibility
- Health, dental, and vision benefits
- Paid time off and company holidays
- Professional development and career growth opportunities
- Supportive, team-oriented work environment
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