Call Center Specialist, Constituent Services
3 weeks ago
LOCATION: Remote
TRAVEL: Limited
POSITION SUMMARY
The NAACP seeks a Call Center Specialist, Constituent Services to optimize operational efficiency by offering outstanding service, support, and resolution to constituents and members. The Call Center Specialist, Constituent Services will be responsible for communicating with NAACP's Units, Officers, volunteers, constituents, and members; recording sensitive and confidential data into the Association's integrated database and Customer Relationship Management ("CRM") system; assisting with membership-related activities; and, resolving inquiries.
RESPONSIBILITIES/DUTIES
- Communicate with Officers, volunteers, constituents, and members through various mediums including, but not limited to, telephone, e-mail, and web chat;
- Accurately record essential caller information in the CRM;
- Deliver information regarding the Association's CRM, software trainings, system access, and related frequently asked questions (FAQs);
- Explain solutions thoroughly with compassion and patience, providing documentation when necessary;
- Provide information on programs and membership and assist with registration or membership purchases;
- Answer and resolve members' issues and provide new members with needed information;
- Ensure callers' satisfaction through impeccable service and practice that promote constituent engagement;
- Assist with maintaining the data integrity of the membership database, including updating record addresses and member attributes, and merge records as necessary;
- Perform continual quality assurance, correcting deficiencies and data-entry errors to ensure the integrity of membership data;
- Comply with all security policies regarding confidentiality of membership information;
- Collaborate with other departments to provide the best overall experience;
- Resolve processing problems and escalate unique situations to Supervisor/Manager or other appropriate staff as appropriate;
- Follow the Field and Membership Standard Operating Procedure ("SOP");
- Achieve and maintain consistent Key Performance Indicators ("KPI") benchmarks;
- Handle all constituent services call types (as per the SOP) and place outbound telephone calls to complete required resolution;
- Organize, sort, and digitize documents to create an efficient workstream and obtain required information to resolve any data discrepancies;
- Enter data into the integrated database and CRM and meticulously verify data submission for accuracy;
- Maintain both internal and external constituent confidence by protecting confidential and sensitive information;
- Contribute to the achievement of team goals and outcomes;
- Recommend improvements and solutions to optimize workflow;
- Generate reports, save results in the CRM and perform assigned backup procedures;
- Ensure data integrity of work product to generate precise reports and materials and in support of organizational values; and
- Perform any other related duties as may be assigned by the Constituent Experience, Call Center Manager or other designee.
QUALIFICATIONS
Education/Professional Experience
- High School Diploma or equivalent;
- Data entry experience preferred;
- Effective verbal and written communication skills;
- Proven ability to work effectively both independently as well as in a team-oriented and collaborative environment;
- Proficiency in typing, Microsoft Office Suite (Word, Excel and PowerPoint), and CRMs; and
- Good organizational skills, including a strong emphasis on attention to detail in all aspects of assigned duties.
-
Call Center Operator
2 weeks ago
Baltimore, United States Mercy Health Services Full timeThe Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between Maryland Family Care's primary care providers and specialist providers. Excellent customer service and ability to accurately sch Healthcare, Operator, Call Center, Health, Microsoft, Customer Service
-
Call Center Specialist
1 week ago
Baltimore, United States Health Care Full time$4K annual bilingual premium (Es/En) Overview The Call Center Specialist (Bilingual) is the first point of contact for members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of 6 handling calls for a small to medium...
-
Call Center Representative
2 weeks ago
Baltimore, United States Mercy Health Services Full timeThe Practice Communication Coordinator supporting Mercy's Cardiology team is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The Coordinator will be the initi Call Center, Representative, Microsoft, Customer Service, Technology, Healthcare, Patient
-
Call Center Specialist
2 weeks ago
Baltimore, United States Healthcare For the Homeless Inc Full timeJob DescriptionJob Description $4K annual bilingual premium (Es/En)Overview The Call Center Specialist (Bilingual) is the first point of contact for members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of 6 handling...
-
Call Center Operator
3 weeks ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary The Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between Maryland Family Care's primary care providers and specialist providers. Excellent customer service and ability to accurately schedule patient appointments per specialty office protocols are required. Requirements EDUCATION AND...
-
Call Center Operator
22 hours ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary Schedule: Monday, Tuesday, Friday 8:00am - 4:30pm The Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between Maryland Family Care's primary care providers and specialist providers. Excellent customer service and ability to accurately schedule patient appointments per specialty office...
-
Call Center QA Specialist
5 days ago
Baltimore, United States Automated Health Systems Full timeAutomated Health Systems, a dynamic healthcare company, is looking to hire a Customer Service Center (CSC) QA Specialist to join its team. This is an on-site position in our Elkridge, MD office. Benefits Health/dental/vision/supplemental insurance/401(k)/Paid Time OffComprehensive and ongoing trainingEmployee Wellness ProgramStrong company culture with...
-
Call Center Representative
1 month ago
Baltimore, United States Mercy Medical Center Full timeOverview: Must be willing to perform job standards and provide excellent customer service to staff, patients and visitors in a manner consistent with Mercy Medical Centers' Service Excellence Standards, Mission and Values. The Practice Communication Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in...
-
Call Center Representative
4 weeks ago
Baltimore, United States Kennedy Services Full timeJob DescriptionJob DescriptionIn this position you will provide call center customer service support. We are looking for customer-oriented, self-driven, energetic people who are hungry for an excellent entry-level opportunity to get their foot in the door to learn and grow with a fast-growing, global organization! RESPONSIBILITIES:Assist candidates (via...
-
Call Center Representative
4 weeks ago
Baltimore, United States Mercy Medical Center Full timeOverview: Must be willing to perform job standards and provide excellent customer service to staff, patients and visitors in a manner consistent with Mercy Medical Centers' Service Excellence Standards, Mission and Values. The Practice Communication Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a...
-
Call Center Operator
1 week ago
Baltimore, United States Mercy Medical Center Full timeOverview: The Practice Communications Coordinator is primarily responsible for answering incoming calls to the practice in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include...
-
Call Center Representative
3 weeks ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary Must be willing to perform job standards and provide excellent customer service to staff, patients and visitors in a manner consistent with Mercy Medical Centers' Service Excellence Standards, Mission and Values. The Practice Communication Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a...
-
Call Center Representative
2 weeks ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary The Practice Communication Coordinator supporting Mercy's Cardiology team is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The Coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the...
-
Call Center Operator
4 weeks ago
Baltimore, Maryland, United States Mercy Medical Center Full timeOverview: The Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between Maryland Family Care's primary care providers and specialist providers. Excellent customer service and ability to accurately schedule patient appointments per specialty office protocols are...
-
Call Center Operator
3 weeks ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary The Practice Communications Coordinator is primarily responsible for answering incoming calls to the practice in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include...
-
Call Center Operator
3 weeks ago
Baltimore, United States Mercy Medical Center - Baltimore, MD Full timeSummary The Practice Communications Coordinator is primarily responsible for answering incoming calls to the practice in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include...
-
Call Center Operator
6 days ago
Baltimore, Maryland, United States Mercy Medical Center Full timeOverview: Schedule: Monday, Tuesday, Friday 8:00am - 4:30pm The Call Center Operator / Specialty Concierge's primary purpose is to serve as a scheduling liaison for patients between Maryland Family Care's primary care providers and specialist providers. Excellent customer service and ability to accurately schedule patient appointments per...
-
Call Center Representative
3 weeks ago
Baltimore, Maryland, United States Mercy Medical Center Full timeOverview: The Practice Communication Coordinator supporting Mercy's Cardiology team is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The Coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the...
-
Call Center Operator
3 weeks ago
Baltimore, Maryland, United States Mercy Medical Center Full timeOverview: The Practice Communications Coordinator is primarily responsible for answering incoming calls to the practice in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include...
-
Call Center Supervisor
3 weeks ago
Baltimore, United States Automated Health Systems Full timeAutomated Health Systems, a dynamic healthcare company, has a full time Supervisor position available in the Baltimore, MD area. This is an onsite position. As aCall Center Supervisor, you will be responsible for leading a team of Customer Service Representatives that assist customers with MD Medicaid eligibility, enrollment and related tasks. ...