Virtual Customer Service Representative

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🕒 April 29

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HelpSquad

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

🤝 B2B

🏢 Enterprise

💰 $500k Angel Round - HelpSquad Health on 2015-05

Healthcare • B2B • Enterprise

HelpSquad is a US-managed, HIPAA-compliant provider of virtual medical assistants and healthcare BPO services. It supplies trained, vetted remote staff for scheduling, patient intake, insurance verification, prior authorizations, medical billing and revenue cycle management, call center support (including 24/7 and after-hours), medical scribing, and AI-enabled patient support and knowledge systems. HelpSquad offers managed teams, white-label reseller services, and specialty support for practices and organizations ranging from solo clinicians to multi-location medical groups, hospital systems, dental practices, behavioral health, and in-home care; it emphasizes compliance (BAA signed at company level), quality vetting, and US-based oversight.

📋 Description

• Handle inbound customer inquiries via phone, email, live chat, or a combination depending on account assignment. • Resolve customer concerns including order issues, returns, exchanges, account questions, billing inquiries, and general support. • Provide accurate product, service, or policy information to customers in a clear and professional manner. • Process orders, cancellations, refunds, or account updates as needed within client systems. • Escalate complex or unresolved issues to the appropriate team or supervisor promptly. • Make outbound follow-up calls or send follow-up emails as required by the account. • Document all customer interactions accurately within the client's CRM or support platform. • Meet or exceed account-specific KPIs including response time, resolution rate, and customer satisfaction scores. • Adapt quickly to changes in client workflows, policies, or tools. • Collaborate with U.S.-based client and coordination teams as needed.

🎯 Requirements

• Minimum 1 year of experience in a customer service role (BPO, remote, or in-person). • Experience supporting U.S.-based clients or customers strongly preferred. • Excellent English communication skills — written and verbal — clear, professional, and brand-appropriate. • Comfortable handling voice, email, and/or live chat depending on account requirements. • Experience with at least one CRM or helpdesk platform (e.g., Zendesk, Freshdesk, Gorgias, Shopify, Salesforce, HubSpot, or similar). • eCommerce experience is a strong plus — familiarity with order management, returns/refunds, and online retail workflows. • Strong problem-solving skills with the ability to think on your feet and find solutions independently. • Empathetic, patient, and professional — especially under pressure or with difficult customers. • Reliable, detail-oriented, and accountable in a fully remote work environment. • Ability to adapt quickly to new accounts, tools, and workflows with minimal ramp-up time.

🏖️ Benefits

• Competitive hourly rate • On-time payments, every time • Payments processed via Wise • Consistent, reliable hours — 10 to 40 hrs/week depending on account • Paid training — your time is valued from day one • Direct client training provided — you are never thrown in blind • Dedicated Account Manager as your point of contact • Clear escalation paths — you always know who to go to • 100% remote — work from home • U.S.-based company with structured operations • Stable, long-term account placements — not gig-style work • Supportive team culture across all accounts • Build your U.S. client service experience across multiple industries • Exposure to a variety of platforms, tools, and account types • Potential for increased hours or additional accounts based on performance • Strengthen your resume with verified, legitimate U.S. client experience • Tenure recognition for long-term team members • We value loyalty and recognize those who grow with us