Call Center Lead--Federal Contract, Veterans Encouraged To Apply

Oxford Government Consulting (Oxford) is seeking a Call Center team lead/agent. Oxford is a privately held, VA-certified, service-disabled, veteran-owned small business. Oxford’s consulting practice and production operations are centered on providing exceptional technology consulting and staff to both commercial organizations and the federal government.

Brief Job Description:

• Leads will train the Call Center agents to be fully competent subject matter experts able to answer questions and provide information for all medical equipment products and understanding of all program and processing procedures.
• Other duties include tracking spreadsheets; credit card reconciliation; researching of items that are on contract; evaluation of misaddressed orders; and miscellaneous office procedures. Duties will regularly involve new and changing situations, which may not be covered by regular guidelines or procedures.
• Provides guidance and advises agents on standards and protocols of the Call Center.
• Assists the on-site supervisor with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns.
• Provides resolution for simple and informal complaints received from customers, clinicians, and program employees. Refers more complex issues and concerns to the on-site contract supervisor.
• Provides instructions to agents regarding proper phone etiquette—messaging, transfers, online ordering instructions, interpreting software screens.
• Accessory ordering: identification of proper parts for different medical equipment and parts.
• Uses proper ordering procedures.
• Leads will be responsible for taking inbound calls, as well as delivering initial, new, and refresher training content to all Call Center agents.
• Provides guidance and advises agents on standards and protocols of the Call Center.
• Assists the on-site contract supervisor with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns.
• Provides resolution for simple and informal complaints received from callers, clinicians, and government employees. Refers more complex issues and concerns to the on-side contract supervisor.
• Provides instruction to the agents regarding proper phone etiquette—messaging, transfers, online ordering instructions, interpreting software screens.
• Responsible for supervising, training, and advising Call Center agents.
• Receives inbound participant phone calls and provides appropriate customer service support in accordance with guidelines.
• Utilizes authorized computer systems to gather and confirm information prompted by incoming calls.
• Provides rapid, efficient, and accurate customer service in a professional manner for extended periods of time.
• Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. Processes and trains staff on incoming/outgoing mail processes and orders.
• Provides both inbound and outbound Call Center support for customer inquiries.
• Researches and resolves complaints to ensure customer retention and satisfaction.
• Tracks the questions and answers in the Call Center system.
• Updates or checks customer benefits statuses.
• Answers benefits questions.
• Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints.
• Accesses databases to retrieve and record information into the Call Center system.
• Reports to a supervisor.

Experience/Qualifications:

• High school diploma or equivalent; bachelor’s degree preferred.
• Authorization to work in the U.S.
• Minimum of one year training or leading customer service staff to perform daily tasks in support of business operations, through knowledge of team processes.
• Has a mastery of diverse communication styles, to include professional writing and formatting, as well as managing the preparation of materials that convey complex technical program information directed to audiences with varying levels of comprehension and interests.
• Has considerable training experience including practical application.
• Ability to constructively handle customer service-related conflict and problem resolution in a professional and appropriate manner.
• Proficient in using office automation equipment and software.
• Proficient in the use of Microsoft Office application software such as: Word, Excel, SharePoint, and Outlook.
• Ability to type at least 40 WPM, use an electric calculator, and be proficient in 10-key data entry via keyboard.
• Has understanding of computer system tools such as keyboard mapping and smart keys to maximize efficiency.
• Has general office skills, research skills, and shipping and receiving skills.
• Ability to operate various office machines, including personal computers, printers, calculators, scanners, shredders and copiers.
• Skills with managing complaints, providing resolution, working with management, and monitoring daily workloads.
• Minimum of six months of experience working in an office setting answering telephones.
• Ability to effectively listen and communicate verbally with people on the telephone.
• Demonstrated verbal and written proficiency in the English language.
• Ability to speak Spanish preferred.
• Ability to facilitate clear and accurate exchange of information with callers.
• Outstanding customer service skills.
• High keystrokes per hour.
• Intermediate to advanced knowledge and skills with computer programs like Windows, Microsoft Office, and typing.
• Possesses an understanding of general aspects of the job.
• Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount.
• Must be able to work all shift schedules.
• Working overtime and on weekends may be required.
• Repetitive motion may be required.
• Must work well with coworkers and managers.
• Must be able to monitor email account daily.
• Must be able to work at computers for long periods of time.
• Ability to adapt to change and varying work priorities upon short notice.

Oxford is an equal opportunity/affirmative action employer and honors its diverse team. Oxford does not discriminate against or harass applicants, employees, or former employees because of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability or genetic information.

Job Type: Full-time

Pay: $19.85 - $24.42 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Overtime

Application Question(s):

• Are you a U.S. military veteran?

Education:

• High school or equivalent (Required)

Experience:

• leading customer service staff: 1 year (Required)
• Call Center: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Denver, CO (Required)

Work Location: In person