About Company
VGM Group is a national leader in the home medical equipment (HME) industry, providing business solutions, services, and support to thousands of independent HME providers across the United States. Headquartered in Waterloo, Iowa, VGM empowers businesses to grow and succeed through strategic partnerships, innovative programs, and a commitment to excellence. Our diverse portfolio of companies spans various sectors, including healthcare, insurance, technology, and more, all unified by a shared mission to serve our members and communities with unparalleled dedication and expertise. We pride ourselves on a culture that fosters collaboration, continuous learning, and a supportive environment where every team member can thrive and contribute meaningfully to our collective success. Joining VGM means becoming part of an organization that is making a real difference in the lives of healthcare providers and the patients they serve nationwide.
Job Description
Are you a compassionate and detail-oriented individual with a passion for helping others? VGM Group is seeking a dedicated Customer Care Representative to join our dynamic and growing Remote Team. In this crucial role, you will be the first point of contact for our valued members and clients, providing exceptional service and support from the comfort of your home office. This isn’t just a call center job; it’s an opportunity to build meaningful relationships, solve complex problems, and contribute directly to the success of independent healthcare providers across the country.
As a Remote Customer Care Representative, you will be responsible for handling inquiries via phone, email, and chat, addressing a wide range of topics from product information and service offerings to technical support and account management. We are looking for someone who can actively listen, empathize with customer concerns, and provide accurate, timely, and professional solutions. You’ll navigate our internal systems, collaborate with various internal departments, and continuously learn about our evolving services and products to deliver comprehensive support. Success in this role requires a proactive approach to problem-solving, a strong ability to multitask in a fast-paced virtual environment, and an unwavering commitment to customer satisfaction. If you are self-motivated, tech-savvy, and thrive in a remote work setting where your contributions are recognized and valued, we encourage you to apply and become a vital part of the VGM Group family.
We provide comprehensive training and ongoing support to ensure you have all the tools and knowledge necessary to excel in this role. Our remote team culture emphasizes connection, collaboration, and work-life balance, ensuring that even though you’re working from home, you always feel part of a cohesive and supportive unit. This is an exciting opportunity to leverage your customer service expertise within a reputable industry leader, contributing to a mission that positively impacts the healthcare landscape.
Key Responsibilities
- Serve as the primary point of contact for incoming customer inquiries via phone, email, and chat, providing accurate and timely information.
- Actively listen to customer needs, empathize with their situations, and effectively resolve issues to ensure customer satisfaction.
- Navigate multiple systems and resources to research and provide comprehensive solutions for members and clients.
- Document all customer interactions and resolutions accurately and thoroughly in the CRM system.
- Collaborate with internal departments (e.g., sales, operations, technical support) to escalate complex issues and ensure seamless service delivery.
- Maintain a high level of product and service knowledge to confidently assist customers with various inquiries.
- Identify opportunities to educate customers on additional products, services, or resources available through VGM Group.
- Adhere to company policies, procedures, and service level agreements (SLAs) in a remote work environment.
- Participate in ongoing training and development sessions to enhance skills and knowledge.
- Contribute positively to a remote team environment, fostering a sense of community and collaboration.
Required Skills
- Minimum of 6 months of experience in a customer service or call center role.
- Exceptional verbal and written communication skills with a professional and friendly demeanor.
- Strong problem-solving abilities and a proactive approach to resolving customer concerns.
- Proficiency in using computers, web browsers, and standard office software (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed internet connection and a dedicated, quiet home workspace.
- Demonstrated ability to multitask and manage competing priorities without compromising quality.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience working in a remote or virtual customer service role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience in the healthcare, medical equipment, or insurance industries.
- Some college coursework or an Associate's degree.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (PTO) and company-paid holidays.
- Life and disability insurance.
- Employee assistance program.
- Opportunities for professional growth and career advancement.
- Supportive and collaborative remote work culture.
- Company-provided equipment for your home office.
- Work-life balance initiatives.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for VGM Group’s Remote Customer Care Team. We look forward to reviewing your application!