Call Center Representative

Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support)

Salary Range: $18.00–$19.50 per hour

Please do not apply if you do not currently reside in one of the following states:
Florida Indiana Maryland North Carolina Oklahoma Pennsylvania Virginia. Applicants residing outside of these states will not be considered.

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.

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.

• Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns.
• Ask appropriate probing questions to identify the issue and determine the correct course of action.
• Work toward high one-call resolution while recognizing when escalation is appropriate.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Navigate multiple web-based programs, browsers, applications, and dual monitors simultaneously while assisting customers.
• Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.
• Document research performed, troubleshooting completed, actions taken, customer education provided, and final resolution.
• Attach supporting documentation to customer cases when required.
• Follow all applicable program, state, client, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams…