Overview
This position is only available to residents of the state of Virginia.
The Customer Service Agent will be responsible for handling both inbound and outbound calls to support our healthcare client. In this role, agents are expected to deliver exceptional customer service by adhering to established protocols and guidelines. They will utilize various web-based systems to efficiently address and resolve customer inquiries, ensuring a seamless and satisfactory experience for each caller.
Qualifications
- High School Diploma or GED
- Must be a resident of the state of Virginia
- Prior call center or customer service experience highly desired
- Effective verbal and written communication skills
- Ability to multi-task
- Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
- Ability to sit for extended periods of time
- Ability to successfully pass a background investigation and drug screen
- Must successfully pass preemployment criteria testing and internet speed test
Candidates must meet the following requirements to work from home:
- Enclosed and secure work area with zero distractions
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements of 20 mbps download and 12 mbps upload.
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
Responsibilities
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
- Document each customers inquiry information into a database.
- Verify customers information, making corrections and updates as needed.
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
- Follow-up with callers as necessary.
- Use statistical contact center data to make improvements to performance.
- Outbound calling for surveying to obtain client specific information.
- Shift and Schedule adherence.
This position is only available to residents of the state of Virginia.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
