[Hiring] Call Center Representative @PHOENIX DATA CORPORATION

Role Description

This is a permanent, full-time remote position. Employees will initially support an early intervention program specific to one state and will progressively cross-train across additional client campaigns.

The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders.

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role . While some interactions may be less time-consuming, others require detailed research, probing questions, critical thinking, system navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward one-call resolution whenever possible.

The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities.

Responsibilities may include:

• Technical assistance, portal access, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue resolution.
• Some situations require escalation; however, unnecessary transfers should be minimized through effective research, problem solving, and use of available resources.

Qualifications

• High school diploma or GED required.
• Minimum three (3) years of recent inbound contact center customer service experience within the last six (6) years.
• Experience working in an established contact center environment where handling telephone interactions through a call queue was a primary responsibility.
• Strong troubleshooting, research, and critical-thinking skills.
• Excellent documentation and organizational skills.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to learn and accurately apply detailed program rules and procedures.
• Ability to multitask across numerous systems while assisting customers.
• Ability to type at least 50 WPM accurately while speaking with customers.
• Strong attendance history and dependability.
• Experience using CRM platforms and contact center software.
• Ability to work effectively both independently and within a collaborative team environment.
• Must successfully complete applicable pre-employment verification and screening requirements.
• Three years previous remote contact center experience in last six years.

Requirements

• Demonstrate the maturity necessary to work independently without direct supervision.
• Maintain focus and productivity throughout the workday.
• Maintain a dedicated, private workspace free from distractions and excessive background noise.
• Be logged into all required systems and ready to work at their scheduled start time.
• Maintain reliable, hardwired internet connectivity.
• Have access to a backup internet solution, such as a mobile hotspot or alternate location, should primary internet service fail.
• Communicate technical issues immediately and restore connectivity as quickly as possible.

Benefits

• Paid Time Off
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Cross-training opportunities
• Permanently full-time employment