Call Center Representative

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Manage incoming customer interactions while delivering outstanding customer service.

• Conduct necessary outbound follow-ups.

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

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

• Pose probing questions to pinpoint problems and ascertain the appropriate course of action.

• Aim for high one-call resolution rates and escalate matters as needed.

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

• Efficiently navigate various web-based programs, browsers, applications, and dual monitors simultaneously.

• Accurately log interactions in CRM, case-management, or ticketing systems.

• Document research, troubleshooting efforts, actions taken, customer education, and final resolutions.

• Attach necessary supporting documents to customer cases when required.

• Adhere to program, state, client, and company policies while ensuring quality and compliance standards are met.

• Monitor email and Microsoft Teams communications throughout the workday.

• Provide support through phone, chat, ticket, and other customer-support channels as assigned.

• Process Practitioner/Provider enrollment packages for New Jersey Early Intervention agencies.

• Evaluate enrollment submissions and supporting documents for completeness and follow up on necessary corrections or clarifications.

• Handle authorized profile modifications and licensing updates.

• Maintain enrollment records and associated documentation for audit and internal control purposes.

• Address enrollment inquiries via telephone and support-ticket channels.

• Initiate outbound follow-up for enrollment activities.

• Act as a backup resource for enrollment queries post training and qualification.

• Liaise with Program Management and internal leadership regarding enrollment inquiries, issues, process changes, and program requirements.

• Continuously cross-train on additional client campaigns and uphold compliance across assigned campaigns.

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

⛳️ Requirements

• High school diploma or GED is mandatory.

• 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 primary duty.

• Strong skills in troubleshooting, research, and critical thinking.

• Excellent documentation and organizational capabilities.

• Strong verbal and written communication skills.

• Exceptional customer service and interpersonal abilities.

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

• Proficiency in multitasking across multiple systems while assisting customers.

• Ability to type at least 50 WPM accurately while conversing with customers.

• Strong attendance record and reliability.

• Familiarity with CRM platforms and contact center software.

• Capability to work effectively both independently and collaboratively within a team environment.

• Must successfully complete relevant pre-employment verification and screening requirements.

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

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

• Minimum of 16 GB RAM.

• Ability to support dual monitors and wired headset connections.

• Ethernet/hardwired internet connection is required.

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

• Functional external keyboard and mouse if using a laptop.

• Virus protection and firewall software must be installed.

• Reliable backup internet solution, such as a mobile or personal hotspot, is necessary.

• Full attendance and engagement throughout orientation and training is required.

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

• Selected candidates must successfully undergo criminal background screening, drug screening, employment verification, professional reference verification, remote system compatibility verification, internet speed/connectivity verification, and typing assessment.

• Preferred experience includes healthcare customer service, government program exposure, enrollment or credentialing experience, detailed records processing, provider/program participant support, and technical support experience.

• Bilingual skills are an advantage.

🏝️ Benefits

• Paid Time Off.

• Paid Holidays.

• Medical Insurance.

• Dental Insurance.

• Vision Insurance.

• Opportunities for cross-training.

• Permanent full-time employment.

• Phoenix Data Corporation will supply dual monitors and an approved hardwired headset if necessary.

• Potential for overtime based on business, staffing, or coverage requirements.