Call Center Representative

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Manage incoming customer interactions while delivering outstanding customer service.

• Conduct outbound follow-ups as necessary.

• Assume responsibility for customer interactions from initiation to completion whenever feasible.

• Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to investigate and resolve issues.

• Employ probing questions to uncover problems and decide on the appropriate actions.

• Aim for high first-call resolution rates and escalate issues when necessary.

• Maintain control of calls while exhibiting empathy, professionalism, and active listening skills.

• Simultaneously navigate multiple web-based applications, browsers, and dual monitors.

• Record customer interactions, research, troubleshooting efforts, actions taken, customer education, and resolutions in CRM, case-management, or ticketing systems.

• Attach necessary supporting documentation to customer cases when applicable.

• Adhere to program, state, client, and company policies while upholding quality and compliance standards.

• Monitor email and Microsoft Teams communications throughout the workday.

• Support various customer-support channels including phone, chat, tickets, and more as assigned.

• Process enrollment packages from New Jersey Early Intervention agencies for Practitioners/Providers.

• Review enrollment submissions and supporting documents for completeness and follow up on any corrections or clarifications.

• Handle authorized profile modifications and assist with licensing updates.

• Maintain enrollment records and supporting documentation for auditing and internal control purposes.

• Address inquiries from providers, practitioners, and agencies regarding enrollment via phone and support tickets.

• Initiate outbound follow-ups related to enrollment activities.

• Communicate with Program Management and internal leadership about enrollment questions, issues, process changes, and program requirements.

• Cross-train across multiple client campaigns while ensuring proficiency and compliance.

• Meet productivity, quality, attendance, schedule adherence, documentation, and performance expectations.

⛳️ Requirements

• A high school diploma or GED is required.

• At least three (3) years of recent inbound contact center customer service experience within the last six (6) years.

• Experience in a structured contact center environment where managing telephone interactions through a call queue was a key responsibility.

• Proficient troubleshooting, research, and critical-thinking abilities.

• Exceptional documentation and organizational skills.

• Strong verbal and written communication abilities.

• Excellent customer service and interpersonal skills.

• Capability to learn and accurately implement detailed program rules and procedures.

• Ability to multitask across various systems while assisting customers.

• Proficient typing skills of at least 50 WPM while engaging with customers.

• Strong attendance history and reliability.

• Familiarity with CRM platforms and contact center software.

• Ability to work effectively both independently and in a collaborative team setting.

• Must successfully pass applicable pre-employment verification and screening requirements.

• Three years of previous remote contact center experience within the last six years.

• A dedicated, private workspace free from distractions and excessive background noise.

• Reliable, hardwired internet connectivity.

• Backup internet solution, such as a mobile hotspot or alternative location.

• Windows 11 desktop or laptop computer, two years old or newer.

• Minimum of 16 GB RAM.

• Capability to support dual monitors and wired headset connections.

• Minimum download speed of 50 Mbps and upload speed of 10 Mbps.

• Functional external keyboard and mouse if using a laptop.

• Virus protection and firewall software must be installed.

• Must fully attend and participate during orientation and training.

• Flexibility to accommodate assigned shifts and coverage needs between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday.

• Successful completion of criminal background check, drug screening, employment verification, professional reference verification, remote system compatibility check, internet speed/connectivity verification, and typing assessment.

🏝️ Benefits

• Paid Time Off.

• Paid Holidays.

• Medical Insurance.

• Dental Insurance.

• Vision Insurance.

• Opportunities for cross-training.

• Permanent full-time employment.

• Phoenix Data Corporation will provide dual monitors and an approved hardwired headset if required.

• Overtime may be necessary based on business, staffing, or coverage needs.