Sr Call Center Agent Consolidated Contact Ce

2 days ago

Miami, FL, United States Independent Living Systems LLC Full time

We are seeking a Senior Call Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Senior Call Center Agent at Consolidated Contact Center plays a pivotal role in delivering exceptional member service and support to a diverse client base. This position is responsible for managing complex member inquiries, resolving issues efficiently, and ensuring member satisfaction through effective communication and problem-solving skills. The role requires a deep understanding of company products, services, and policies to provide accurate information and guidance. Additionally, the Senior Call Center Agent will mentor junior team members, contribute to process improvements, and help maintain high-quality service standards. Ultimately, this position aims to enhance the overall member experience while supporting the operational goals of the contact center.

Minimum Qualifications:

  • High school diploma or equivalent.
  • Minimum of 3 years experience in a call center or member service environment.
  • Proficiency with member relationship management (CRM) software and call center technology.
  • Strong verbal and written communication skills.
  • Ability to handle high call volumes while maintaining quality and professionalism.
Preferred Qualifications:
  • Associate or bachelor's degree preferred.
  • Experience in senior or lead call center agent role.
  • Familiarity with the specific industry served by Consolidated Contact Center (e.g., telecommunications, finance, healthcare).
  • Additional language proficiency beyond English.
  • Certification in member service or call center management.
  • Demonstrated ability to train and mentor team members.
Responsibilities:
  • Handle inbound and outbound member calls with professionalism and empathy, addressing inquiries, complaints, and service requests.
  • Resolve complex member issues by analyzing problems, identifying solutions, and following up to ensure resolution.
  • Provide guidance and support to junior call center agents, sharing best practices and assisting with difficult cases.
  • Document all member interactions accurately in the CRM system, maintaining detailed records for future reference.
  • Collaborate with team leaders and other departments to improve service processes and satisfaction metrics.

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