Customer Call Center Representative III- San Antonio, TX

Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS
- Our organization works with partner companies to source qualified talent for their open roles. The following position is available to
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and
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Customer Call Center Representative III

• Full-Time
• On-site
• San Antonio, TX 78228, USA
• Pay or shift range: $17.75 USD to $21.50 USD

The posted range is the estimated budget amount for this position. Final offers are based on various factors, including level of position, skill set, experience, qualifications, location, internal equity, and other job-related reasons.
Description
The company is seeking seasoned Call Center Customer Service Reps onsite in their San Antonio, TX office.
You will be responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points. Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests.

Primary Responsibilities

• Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible
• Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Schedule appointments for examinees including initial, follow-up, and rescheduled appointments
• Clarify customer inquiries through active listening in order to research, locate, and provide information to the appropriate entities
• Maintain ownership of calls, including outreach or follow-ups with escalation team or department leadership
• Accurately document all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: eProcess, Compass/APAS, One Notes, PRM and other tools as necessary
• Demonstrate compassion and professionalism when addressing complex inquiries and/or irate callers
• Recommend process improvement ideas for systems and processes to improve organizational efficiency

Required Qualifications: (Please have the requirements listed on resume before submitting for the position):

• High School diploma, or equivalent (GED)

• Experience:

• Level 3: 3+ years of call center/scheduling experience

• Ability to work various shifts and hours to cover multiple times zones (including holidays)

• The ability to work as a team member as well as an individual contributor
• Ability to follow standardized process workflow on a daily basis

Preferred Qualifications:

• Previous healthcare call center experience preferred
• Ability to interact with all levels of staff
• Ability to effectively manage competing priorities in a fast-paced environment
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software and case management software) with an ability to learn new software quickly
• Excellent data entry and typing skills

Additional Information:

• Training: First 3 weeks: M-F 8am–5pm CST
• Shift: M-F, 11am-8pm CST (Shift schedules may adjust based on business requirements)
• Probationary Period: Employment as a Customer Call Center Representative will include successful completion of a 90-day probationary period during which you will be given objectives to achieve. This timeframe lets you assess your readiness for the position as well as allows Leidos QTC Health Services to determine your ability to successfully perform the job. You will be provided objectives, documentation, training and performance feedback during the 90-day probationary period as part of your assimilation to the role. After successfully completing the 90-day probationary period, you will be considered a permanent employee

Auto req ID
457690BR

Minimum Education Required
High School/GED

Job_Category
Administrative and Support Services

City*
San Antonio

State*
Texas

Job Code
Administrative_Assistant Clerical

Affiliate Sponsor
Leidos QTC Health Services

Salary Range
$30,000-$45,000