[Hiring] Care Engagement Specialist I @Engaging Solutions, LLC

Role Description

The purpose of the Care Engagement Specialist – 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.

• 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.
• Conduct strategies to increase customer adherence and reduce barriers.
• Manage complex customer service workflows using multiple system navigation.
• Other duties as assigned.

Qualifications

• High school education or equivalent.
• 1-2 years of strong customer service experience preferably in a contact center environment.

Requirements

• Working knowledge of computer operations.
• Strong interpersonal skills.
• Effective verbal and written communication skills.
• Ability to communicate effectively with people from diverse populations.
• Ability to problem solve and adapt to a 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.

Benefits

• Competitive compensation.
• Comprehensive benefits.
• Holistic approach to work–life balance, including work-from-home options.

Environment/Physical Demands

• Must be able to speak, hear, see, read, write, type, dial, reach, and bend.
• This position is full time, minimum of forty hours per week.
• A combination of day, evening, and weekend hours are required.