Care Center Representative

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the primary point of contact for both members and customers.

• Manage both incoming and outgoing calls.

• Deliver accurate information and address customer issues effectively.

• Inform members about benefits, policies, and MVP procedures.

• Respond appropriately to audit calls from the Department of Health.

• Serve as a bridge between internal and external customers.

• Provide customer support to retain current members and reduce cancellations.

• Achieve call-handling objectives, such as hold time, talk time, after-call work, schedule adherence, and quality assurance.

• Respond to calls promptly, accurately, and professionally.

• Avoid short calls, intentional disconnections, inappropriate transfers, and misuse of the hold button.

• Conduct timely and precise data entry on customer interactions.

• Access various databases concurrently while addressing customer requirements.

• Research necessary information to provide accurate responses to customer inquiries.

• Pose relevant questions to comprehend customer concerns effectively.

• Clarify policies and procedures during incoming and outgoing calls.

• Acquire a thorough understanding of all business lines.

• Convey information clearly and with confidence.

⛳️ Requirements

• High School diploma or equivalent, supplemented by customer service work experience.

• An associate's degree or completion of college courses is preferred.

• 1–3 years of customer service and/or relevant office experience is necessary.

• Experience in roles that require strict confidentiality.

• Strong problem-solving abilities.

• Proficient oral and written communication skills.

• Strong interpersonal skills and sound judgment.

• Excellent customer service skills, accountability, and follow-up.

• Proven PC skills, particularly with Microsoft applications.

• Must have a power strip with 4 to 6 outlets and an integrated circuit breaker that disconnects power in case of overvoltage or overheating.

• Bilingual capability in Spanish is an asset.

• Outstanding telephone and communication skills.

• Technical proficiency to perform tasks efficiently.

🏝️ Benefits

• Opportunities for career advancement.

• A people-focused culture that embraces and celebrates diverse perspectives, backgrounds, and experiences.

• Competitive salary.

• Comprehensive benefits that emphasize well-being.

• An opportunity to be part of a company recognized as a Best Place to Work For in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace.

• Pre-employment criminal background checks and drug testing are integral to the hiring process.