Contact Center Representative

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

📋 Description

• Address inquiries in the Contact Center by providing personalized and accurate information to members.

• Assist members in comprehending the company's product offerings.

• Investigate and resolve member transactions while offering technical, procedural, and operational support.

• Provide tailored service and respond to product-related inquiries.

• Convey product information, policies, and procedures through various computer and telecommunications technologies, software, and systems.

• Engage in problem-solving, perform preliminary research, and follow up on client issues.

• Oversee assigned tasks, draft personalized correspondence, and make outbound calls as needed.

• Elevate client requests that remain unresolved beyond established service timeframes.

• Employ de-escalation techniques when necessary.

• Gather and analyze member information to assess product eligibility, entitlement, and setup; approve or communicate resolutions in accordance with guidelines.

• Evaluate customer feedback and propose enhancements to customer service.

• Suggest modifications to internal forms and procedures and relay customer feedback to management.

• Track performance metrics related to schedule adherence, quality assurance, and client satisfaction to meet Contact Center objectives.

• Assist in Division projects that focus on customer-centric, administrative, and servicing tasks.

⛳️ Requirements

• Capable of handling semi-routine assignments and adhering to established procedures, with the flexibility to deviate from norms and escalate issues as necessary.

• Utilizes acquired job skills and possesses a solid understanding of company policies.

• Strong verbal and written communication abilities, attention to detail, customer service aptitude, and interpersonal skills.

• Ability to work autonomously and effectively manage time.

• Proficient in accurately documenting and recording customer/client information.

• Prior experience with computer applications, including Microsoft Word and PowerPoint.

• Generally requires previous experience in a call center customer support role.

• Experience in telephonic customer service is preferred.

• 0–2 years of relevant experience.

🏝️ Benefits

• Paid sick leave.

• Medical/Dental (optional).

• 401 (k) Retirement Plan (optional).

• Employer Paid Life Insurance.

• Employer Paid Short Term Disability.

• Optional Life Insurance.