Customer Service Rep - Remote In Pa

JOB SUMMARY:

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.

ESSENTIAL JOB FUNCTIONS:

• Provides clients with Customer Service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Triage's customer needs to include verification of demographics, appointment inquires, and mileage check inquires
• Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
• Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
• Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
• Accurately documents all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
• Any other duties as assigned

KEY COMPETENCIES

• Ability to prioritize customer follow up calls when necessary
• Adaptable with the ability to follow standardized process workflow on a daily basis
• Provide exceptional Customer Service to both internal and external customers
• Strong knowledge of administrative processes
• Demonstrated ability to work as a team member as well as an individual contributor
• 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) with an ability to learn new software quickly
• Excellent data entry and typing skills
• Ability to work various shifts and hours to cover multiple times zones

JOB SPECIFICATIONS:

Required Knowledge, Skills, and Abilities:

• Excellent Customer Service skills
• Ability to navigate a computer and use multiple monitors
• Ability to utilize email and chat functionalities
• Strong interpersonal, written and verbal skills
• Excellent telephone etiquette and friendly demeanor
• Detail oriented
• Proficient in Microsoft Office Suite
• Amiable personality with team player attitude
• Ability to effectively handle challenging or difficult callers

Minimum Education/Training Requirements: High School Diploma

Minimum Experience:1-3 years: Call center or scheduling experience; preferably in a medical office

Physical Capabilities: Sitting for long periods of time in a cubicle. Some standing, walking and traveling to off sites; some carrying of computer equipment.

Shift:Monday, Tuesday, Wednesday and Saturday. 8:30am-7:00pm

Mental Demands:

• Concentration/Attentiveness
• High Level of Decision Making
• Respond to unpredictability
• High Level of Record Keeping
• Independent Judgment and Discretion
• Organization and Prioritization
• Manage Multiple Projects/Tasks
• Reading, Comprehension and ability to Follow Instructions/Work Orders
• Relate to Others

Required Licenses, Certification or Registration: Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

** Since this is a federal contract, we require a background check & drug screen to be eligible.**

Work Environment: Remote after 2 weeks of in-office training. Reliable internet connection required.

**Must be wired connection (not wifi) with at least 2 Mb upload and under 50 Ms latency.