What does a Covid-19 Call Center Representative do?
Handling inbound and outbound customer service calls will be your primary responsibility while you learn the latest contact center technology and customer experience methodology. This role requires you to interact with hundreds of consumers each week to discuss the Covid-19 vaccination program, where to schedule testing and/or vaccination locations, contract tracing and providing test results. All will providing a best-in-class customer experience.
Position Responsibilities:
- Follow all scripts, policies and procedures provided by Abacus
- Following HIPAA compliance laws, training will be provided
- Answer inbound calls from state consumers on where to get vaccinated, tested and/or obtain test results
- Provide consumers with additional resources and other help lines.
- Record information in the online, secure client management system.
- Report appropriate information to leadership to assist with decision making, situational awareness and appropriate. interventions to control outbreaks.
- Maintain daily communication with supervisor/lead on activities and tasks.
Minimum Requirements:
- High school diploma
- Excellent communication skills, both listening and speaking
- Empathy for those affected by Covid-19
- Attention to detail
- Fast Learner
- Typing skills
- Ability to escalate when a situation requires it
Preferred Qualifications:
- Experience working in a health-related call center or public health related field
- At least 6 months experience working in a high-volume call center
- Ability to work in a fast-paced, extremely customer-focused contact center
- Ability to work from home in a designated and secured location free from any distractions on any required day
- Must have consistent and reliable high speed internet access (proof may be required)
- Must have personal laptop to use, tablet or phone will not work
- Bilingual (English/Spanish) candidates encouraged to apply
