Customer Service Representative

VGM & Associates is the nation’s largest and most comprehensive Member Service Organization (MSO) for post-acute healthcare including DME/HME, Respiratory, Sleep, Wound Care, Complex Rehab, Women’s Health, Home Modifications and Orthotics & Prosthetics providers. Over 2,500 providers with nearly 7,000 locations rely on VGM to connect them to valuable resources every single day. 

Position Summary 

VGM Education offers online learning for clients in the healthcare industry across the country. In this role, you will be responsible for monitoring calls, chats, and inboxes daily to ensure a high level of customer satisfaction. You will be trained on our system to assist with inquiries related to password resets, reporting, user navigation, and troubleshooting. Additionally, you will support the team with training sessions and projects as needed under routine supervision. In addition to being the best in the business when it comes to customer interactions, you will need to be a confident, fully engaged team player that is dedicated to bringing a positive and enthusiastic outlook to work each day.  

Reporting to: Customer Experience Manager 

Working Location: Waterloo, IA, with hybrid options available 

Work Hours Classification: Full-time, Monday-Friday, 8am-5pm plus additional hours when job duties require  

Responsibilities/Duties of the Job 

• Monitor and manage calls, chats, and inboxes to ensure timely and effective customer support
• Create and document tickets in Hubspot for each customer interaction to maintain accurate records
• Support the team with training sessions and projects as needed, under routine supervision
• Demonstrate independence and proficiency in handling tasks and responsibilities
• Appropriately escalate customer issues or concerns
• Maintain a positive and professional attitude while working with others
• Recognize customer engagement opportunities to upgrade clients and boost customer engagement and retention
• Perform other duties as assigned

Position Qualifications 

Education/Experience 

• High school diploma or equivalent; additional education experience in customer service or related fields is a plus
• Familiarity with customer service software and tools is preferred

Skills and competencies: 

• Advanced proficiency in Excel, Microsoft Project Programs and other relevant software programs
• Excellent verbal and written communication abilities
• Exceptional organizational and time management skills
• Strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Proven track record of providing exceptional customer service and support

Physical Requirements:  

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment
• Working at a physical desk, moving about the office and facility as needed for work
• Visual abilities to include reading, distance vision and peripheral vision

What’s more? At VGM Group, we are 100% employee owned. 

Click to view more about VGM!  

Headquartered in Waterloo, Iowa, VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include group purchasing, commercial insurance, management of healthcare services and networks in post-acute cases, healthcare distribution direct to patient homes, specialty consulting, online education, digital, print, and traditional marketing and more. VGM employs approximately 1,700 people across 40 states and Canada, with more than 1,100 working in Iowa. VGM has been named the Top Workplace in Iowa on multiple occasions and is proud of its role in the communities in which it serves. For more information visit www.vgmgroup.com.  

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate. 

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.