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Role Description

This role involves supporting our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include:

Scheduling appointments
Answering questions
Handling complaints
Troubleshooting problems

The goal is to ensure that our callers receive timely, efficient, and high-quality service!

The ideal schedule for this role is Monday to Friday, from 8:30 AM to 5:00 PM. Our Call Center is based out of 370 Merrimack Street in Lawrence, MA. Employees are expected to be onsite for all hours worked during onboarding/training for the first few weeks, but there are options for remote work after the successful completion of that probationary period and fully acclimated to the role.

Qualifications

High School Diploma or Equivalent required
Customer Service Experience 1-2 years preferred
Call Center Experience 0-1 year preferred
Foreign Language Experience 0-1 year preferred

Requirements

Familiar with telephone etiquette and customer service basics
Exceptional customer service, active listening, and verbal and written communication skills
Understanding of company products, services, and policies
Proficiency with computers, especially with CRM software, and strong typing skills
Strong time management and decision making skills
Fluency in multiple languages may be desired

Benefits

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer:

Comprehensive benefits
Career advancement opportunities
Differentials, premiums and bonuses as applicable
Recognition programs designed to celebrate your contributions and support your professional growth

1920 Mass General Brigham Medical Group Western Massachusetts, Inc.

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Call Center Representative