Outbound Call Center Representative

We are seeking a talented individual, Call Center Representative who is responsible for answering inbound calls and providing excellent customer service to callers. As a call rep, processing incoming documents between calls is an essential function.

• Answer incoming phone lines
• Follow guidelines dictated in quality program for each call.
• Ensure security procedures are met in every interaction
• Utilize DE & all applicable systems to procure needed program details to answer the caller’s questions in accordance with program guidelines.
• Ensure correct information is communicated in each interaction.
• Maintain call talk times while applying all file facts
• Following details of required call scripts
• Processing files.
• Follow processing guidelines
• Performs other functions as assigned

• Ability to demonstrate customer service skills.
• Ability to use and decipher file details
• Ability to us de-escalation techniques on calls
• Ability to pay attention to detail while on calls or processing files.
• Ability to display manual dexterity in the use of a PC, phone, sorting, filing and other office equipment.
• Ability to demonstrate good keyboard skills.
• Ability to maintain patient confidentiality.
• Ability to work independently, under pressure and within, restricted time frames.
• Ability to adapt and thrive in a changing environment.
• Ability to manage time effectively.
• Ability to demonstrate a strong knowledge of customer service principles and practices.
• Primarily sedentary work in a general office environment.
• Ability to communicate and exchange information
• Ability to comprehend and interpret documents and data
• Requires manual dexterity to use computer, telephone and double monitors
• May be required to work extended hours based on special business needs.

• High School Diploma or GED required, Additional education is preferred
• 2+ years of call center experience
• At least 2 years consecutive with one employer