Call Center Representative

3 weeks ago


Indianapolis, United States Engaging Solutions, LLC Full time

Job Type

Full-time

Description

Position Purpose:

The purpose of the Care Engagement Specialist III - Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.

Position Responsibilities:

  • Conduct inbound and outbound customer interaction support.
  • Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
  • Utilize reference materials to take ownership of customer issues and drive resolutions.
  • Document all customer interactions according to standard operating procedures.
  • Provide customers with prompt and accurate customer service.
  • Identify, escalate, and route priority issues to appropriate resource(s).
  • Meet department expectations and key performance indicator goals.
  • Participate in continuous quality improvement initiatives.
  • Carry out strategies to increase customer adherence and reduce barriers.
  • Manage complex customer service workflows using multiple system navigation.
  • Train junior engagement specialists.
  • Support multiple client projects.
  • Assist with coaching and development for junior engagement specialists.
  • Serve as back-up team lead.
Requirements

Position Requirements/Abilities:
  • Working knowledge of computer operations
  • Strong interpersonal skills
  • Effective verbal and written communication skills
  • Ability to communicate effectively with people from diverse population
  • Ability to problem solve and adapt to changing environment
  • Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
  • Typing skills of 35-40 wpm, preferred
  • Ability to use multi-screen
  • Ability to work a flexible schedule
  • Ability to multi-task
  • Medicaid managed care of insurance industry, preferred
  • Managing customer concerns and sales experience, preferred
Education, Work Experience, Licensure:
  • High school education or equivalent
  • 5-6 years of strong customer service experience preferably in a contact center environment

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

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