What are the responsibilities and job description for the Call Center Representative position at Engaging Solutions, LLC?
Description
Position Purpose:
The purpose of the Care Engagement Specialist III – Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.
Position Responsibilities:
- Conduct inbound and outbound customer interaction support.
- Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
- Utilize reference materials to take ownership of customer issues and drive resolutions.
- Document all customer interactions according to standard operating procedures.
- Provide customers with prompt and accurate customer service.
- Identify, escalate, and route priority issues to appropriate resource(s).
- Meet department expectations and key performance indicator goals.
- Participate in continuous quality improvement initiatives.
- Carry out strategies to increase customer adherence and reduce barriers.
- Manage complex customer service workflows using multiple system navigation.
- Train junior engagement specialists.
- Support multiple client projects.
- Assist with coaching and development for junior engagement specialists.
- Serve as back-up team lead.
Requirements
Position Requirements/Abilities:
- Working knowledge of computer operations
- Strong interpersonal skills
- Effective verbal and written communication skills
- Ability to communicate effectively with people from diverse population
- Ability to problem solve and adapt to changing environment
- Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
- Typing skills of 35-40 wpm, preferred
- Ability to use multi-screen
- Ability to work a flexible schedule
- Ability to multi-task
- Medicaid managed care of insurance industry, preferred
- Managing customer concerns and sales experience, preferred
Education, Work Experience, Licensure:
- High school education or equivalent
- 5-6 years of strong customer service experience preferably in a contact center environment
Supervisory Responsibilities:
This position does not have supervisory responsibilities.
Salary : $20 - $22
Call Center Representative
BCForward -
Indianapolis, IN
