Call Center Representative

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Call Center Representative

US

5 days ago Requisition

Salary Range: $18.00 To $19.50 Annually

Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support)
Salary Range: $18.00–$19.50 per hour Remote Work Location Requirement Please do not apply if you do not currently reside in one of the following states:

• Florida
• Indiana
• Maryland
• North Carolina
• Pennsylvania

Applicants residing outside of these states will not be considered.

About Phoenix Data Corporation

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members.

Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners.

This is a permanent, full-time remote position. Employees will initially support a early intervention program specific to one state and will progressively cross-train across additional client campaigns.

The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders.

Position Summary

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role
. While some interactions may be less time‑consuming, others require detailed research, probing questions, critical thinking, system navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward one‑call resolution whenever possible.

The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities.

Representatives must be able to appropriately adjust their communication style when assisting professional callers, including providers, agencies, and therapists, as well as parents/guardians who may require additional explanation or guidance.

Responsibilities may include technical assistance, portal access, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue resolution. Some situations require escalation; however, unnecessary transfers should be minimized through effective research, problem solving, and use of available resources.

This role requires a high aptitude for learning, exceptional multitasking skills, and the ability to retain and accurately apply changing processes. Employees will eventually become cross‑trained across multiple client campaigns and must maintain compliance with the requirements and procedures applicable to each campaign.

Early Intervention Enrollment Responsibilities

As part of the initial New Jersey Early Intervention assignment, representatives will be trained to perform Practitioner/Provider and Agency enrollment activities. Representatives must accurately follow established program rules, procedures, and documentation requirements when completing enrollment‑related work.

Responsibilities include:

• Process Practitioner/Provider enrollment packages submitted by New Jersey Early Intervention agencies in accordance with established program requirements.
• Review enrollment submissions and supporting documentation for completeness and identify information requiring correction, clarification, or follow‑up.
• Process authorized profile modifications, including changes to email addresses, telephone numbers, user types, user roles, and other…