Remote Call Center Agent

Join Fortuna's team as a Remote Call Center Agent and unleash your potential. We're seeking an experienced Remote Call Center Agent with a minimum of 6 months overall experience.
WHAT WE OFFER:

• Comprehensive Medical, Dental, and Vision insurance coverage
• Sick Time benefits
• A remote work environment
• Equipment will be provided
• Paid Training

WHAT YOU'LL DO:

• Handle member inquiries, including complex phone calls and written communications.
• Efficiently navigate claims detail reports (CDRs) to provide accurate solutions.
• Document interactions in a CRM ticketing system to update member histories.
• Collaborate across teams to address service issues and proactively engage in outbound calls.

WHAT YOU'LL BRING:

• Education: High school diploma or G.E.D.
• Experience: 6+ months (preferably 1+ year) in customer service or telephone roles.
• Familiarity with organizational functions, fax machines, computer software, and telephone technology.
• Proficiency in help desk software and adaptability to evolving technologies.
• Strong problem-solving and analytical skills.
• Excellent oral and written communication abilities.
• Demonstrated independence and task ownership.
• Adaptability to changes and dynamic work environments.

Call Center Training Expectations: During your training, we expect the following:

• Punctuality: Arrive on time for all training sessions and adhere to the established schedule.
• Professionalism: Maintain a professional and courteous demeanor in all interactions.
• Preparedness: Review training materials in advance and come ready to absorb new information.
• Respectful Communication: Foster a positive and inclusive environment in all communications.
• Adaptability: Demonstrate flexibility and adaptability to various scenarios and challenges.
• Technology Proficiency: Become proficient in using Call Center software and relevant technologies.
• Product and Service Knowledge: Gain a comprehensive understanding of our offerings.
• Customer-Centric Approach: Prioritize a customer-centric mindset and focus on providing excellent service.
• Script Adherence: Follow provided guidelines while maintaining a conversational tone.
• Team Collaboration: Collaborate, share knowledge, and support team members.
• Feedback and Improvement: Actively seek and work on constructive feedback for performance enhancement.
• Confidentiality: Respect and maintain customer confidentiality as per policies and regulations.

Join Fortuna's team and embark on a fulfilling journey where your expertise as a Call Center Agent makes a tangible difference.