Call Center Representative

2 weeks ago

Frisco, United States Magellan Health Full time

This position is contingent on a contract award.

Provides high-quality customer service to callers, primarily veterans, contacting the Department of Veterans Affairs. Responsible for documenting call notes, evaluating customer needs, understanding call routing and escalation protocol. Utilizes resources provided for training to maintain a standard of service to customers.

  • Utilizes knowledge management tools to locate processes or information to assist customers.
  • Captures incoming phone numbers from telephony software. Telephony software will whisper the identity of the incoming phone line.
  • Utilizes approved standard caller greetings.
  • Engages in active listening with callers, applies top customer service techniques, and deploys action to resolve the caller's needs.
  • Utilizes the Customer Relationship Management (CRM) Tool to document and include details from the call.
  • Triage level of solution necessary to address customer's need, evaluate if escalation is needed.
  • Determine if customer needs can be met during the call, if immediate referral to the right VA specialist is warranted or if intake and routing electronically is appropriate.
  • Coordinates and provides tele-interpreter services for callers needing assistance in another language.
  • Understand the roles of each Department of Veterans Affairs departments: designated VA specialist at the Veterans Crisis Line, National Call Center (NCC) for Homeless Veterans, Veterans Benefits Administration Education Call Center, Veterans Benefit Administration National Call Center (NCC), Veterans Health Administration Health Benefits, Eligibility and Enrollment, National Cemetery Administration Cemetery Scheduling, or the VA Hotline.
  • Warm transfers call, if appropriate, to designated Department of Veterans Affairs department.
  • All other duties as assigned.


Other Job Requirements

Responsibilities
1+ years of call center experience.

Communicate professionally in English, verbally and in writing.

Proficient in MS Office (Word, Excel, Outlook).

Must meet government security requirements for Magellan, Government background Tier 1 investigation, and drug testing.

General Job Information

Title
Call Center Representative - Tier I Agent, Veterans Empowerment Organization - REMOTE

Grade
17

Work Experience - Required
Call Center, Customer Service

Work Experience - Preferred

Education - Required
High School

Education - Preferred

License and Certifications - Required

License and Certifications - Preferred

Salary Range

Salary Minimum:
$31,175
Salary Maximum:
$46,765

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.

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