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Customer Operations Coordinator

2 months ago

Richardson, Texas, United States Agile People and Payroll LLC Full time
Job Overview

ABOUT US

At Agile People and Payroll, LLC, we embrace diversity and inclusivity as key strengths that contribute to our team's success. We are dedicated to fostering an environment where our employees can thrive and achieve their full potential.

POSITION SUMMARY

As a Customer Operations Coordinator, you will play a vital role in our customer service operations, assisting clients through various communication channels. Your responsibilities will include addressing inquiries, resolving issues, contacting existing clients, enrolling new clients, and ensuring customer satisfaction while following company policies and procedures. This position requires adaptability in scheduling and job functions to support operational needs as they arise.

KEY RESPONSIBILITIES

  • Manage inbound and outbound customer communications via phone, email, and chat in a professional manner.
  • Actively listen to customer inquiries, evaluate their needs, and provide accurate information or solutions.
  • Assist clients with product or service-related inquiries, assess health insurance requirements, and facilitate enrollments.
  • Adhere to established scripts and procedures to maintain consistency in customer interactions and compliance with regulations.
  • Identify and escalate priority issues or unresolved matters to your supervisor for further assistance.
  • Document all customer interactions accurately in the company's database or CRM system.
  • Conduct follow-up calls to existing and potential clients regarding enrollment status.
  • Engage with insurance agents to introduce our services and encourage their participation in our programs.
  • Meet or exceed performance metrics, including quality assessments, call handling time, first call resolution, and customer satisfaction scores.
  • Participate in ongoing training to stay informed about product knowledge, company policies, and customer service best practices.
  • Collaborate with team members and supervisors to foster a positive work environment and achieve team objectives.
  • Adapt to shifting priorities and effectively multitask in a dynamic contact center setting.

MINIMUM REQUIREMENTS

  • High school diploma or equivalent experience.
  • 2-4 years of experience in a call center or customer service role.
  • Active Texas Health and Life Insurance License.
  • Exceptional communication skills, both verbal and written, with a professional phone demeanor.
  • Strong problem-solving skills and the ability to remain calm under pressure.
  • Proficiency in using computer systems and navigating multiple software applications.
  • Flexibility to work various hours, including evenings, weekends, and holidays, as needed.
  • Demonstrated reliability, punctuality, and a strong work ethic.
  • Commitment to delivering outstanding customer service and achieving performance targets.
  • Ability to work independently and collaboratively in a team-oriented environment.

WHAT WE OFFER

  • Competitive compensation with bonus opportunities.
  • Comprehensive employee benefits package, including health, dental, and vision insurance, plus 401k.
  • Opportunities for professional growth and advancement.

NOTE

This job description does not imply that these are the only duties to be performed by the employee in this position. Employees may be required to follow additional job-related instructions and perform other job-related duties as requested. All duties and responsibilities are essential functions and requirements and may be modified to accommodate individuals with disabilities. To succeed in this role, incumbents must possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities required. This document does not create an employment contract, implied or otherwise, other than an 'at will' relationship.

Job Type: Full-time

Schedule: Monday - Friday

Base Rate: $23-$25 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Retirement plan
  • Vision insurance

Experience Level:

  • 2-4 years in a call/contact center or customer service representative role.

Work Location:

  • In person/In Office