Contact Center Representative III

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

📋 Description

• Provide personalized service and accurate product information in response to Contact Center inquiries using various computer and telecommunications systems.

• Investigate, analyze, and resolve member transactions, which include eligibility assessments, approvals, and communicating outcomes within set guidelines.

• Oversee, monitor, and follow up on assigned tasks.

• Create tailored correspondence and conduct outbound calls.

• Escalate issues when service deadlines cannot be achieved.

• Utilize problem-solving and de-escalation strategies for complex service challenges.

• Leverage performance metrics and member feedback to enhance service quality.

• Suggest process improvements.

• Assist division projects and customer-centric initiatives.

• Collaborate with various teams while meeting performance metrics.

⛳️ Requirements

• A High School Diploma is mandatory.

• Minimum of 2 years of Contact Center experience in a high-volume or intricate environment.

• At least 2 years of experience with Genelco, AWD, Access360, CSR, and MyAccess.

• Extensive experience as a skilled specialist with the capability to contribute to the development of processes and techniques.

• Strong judgment and initiative to handle complex assignments and propose solutions.

• Ability to define and enhance procedures for project and workflow execution.

• Capacity to work independently with minimal oversight.

• Experience in facilitating work and leading or coordinating with teams.

• Availability to work from 11:15am to 8pm EST.

• Successful completion of a criminal background check and verification of employment, education, and licensing.

• Must be bondable.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Annual incentive bonus program.

• Paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours per year.

• Increase in PTO with tenure.

• Opportunities for career growth and advancement.

• Paid parental leave.

• Assistance with adoption and surrogacy.

• Employee giving program with double-matched donations to eligible nonprofits and schools.

• Support for work-life balance.

• A drug- and alcohol-free work environment.