Full-Time Work-From-Home Call Center Representative for High Volume Inbound Call Center You must reside in Florida, South Carolina, or Texas to be considered for the position.
Imagine working from the comfort of your home for an amazing company that provides support and information regarding basic needs insurance and medical savings programs to its members. This is a great opportunity to be part of our growing team in a financially and professionally satisfying job where you can make positive effects on our members!
Cost Containment Group (CCG) is searching for people who are kind, compassionate, and have a positive attitude to join its Member Services Remote Call Center Team to provide outstanding customer service support to its members. We help members by answering questions, explaining their plans, and resolving their issues. We pride ourselves on providing excellent customer service and are proud of our commitment to investing in the success of our employees and believe in promoting from within.
Primary Duties and Responsibilities, Including Essential Functions:
- Provide phone support to members (and support via email and live chat as needed) by answering general questions about member plans through using our scripts, strategies, and explaining benefits clearly to help retain our members.
- Upsell products and services when appropriate.
- Prioritize and show compassion towards the member’s needs to resolve member issues in the first contact, only escalating when appropriate.
- Balance a steady pace of inbound calls while maintaining composure in highly escalated situations, while demonstrating conflict resolution and de-escalation skills.
- Learn fast and operate with minimal support from the Director and Supervisors, motivated and self-driven.
- Attend remote trainings as required, follow procedures provided in training classes, and request additional training and management assistance as needed.
- Adhere to general practices, company policies and procedures, HIPAA compliance, and member confidentiality.
- Maintain regular and reliable attendance.
- Additional duties as assigned, without notice.
Required Experience and Competencies:
- At least one year of experience working from home.
- At least one year of inbound high-volume call center experience.
- A background in the Health industry is preferred.
- Effective communication with members, strong listening skills, and multi-tasking ability.
- Excellent problem-solving capabilities, retention, and conflict resolution skills.
- Ability to handle and resolve high-stress situations while remaining calm, patient, and empathetic to our members.
- Demonstrates ability to achieve established goals and performance metrics.
- Have a strong work ethic and be reliable and dependable with strong time management skills.
- Must be able to type 30-40 words per minute.
- Bilingual is a plus.
- Effective operation of telephone and desktop computer; must be able to navigate between multiple computer applications and input data quickly.
- Proficiency with Windows 11 (you can quickly and easily navigate and multitask across apps, the internet, chat programs, and video conferencing tools).
- Able to do basic computer troubleshooting and capable of handling the setup of their computer equipment.
- Experience with IP phone systems, instant messaging, and video conferencing is preferred.
- Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.
This is a remote (work-from-home) position and is considered a non-exempt position under the FLSA and state law. You must reside in Florida, South Carolina, or Texas to be considered for the position. Full-time positions are available Monday-Friday, 9 am-5 pm (eastern time zone) with a 1-hour paid meal break.
If hired, from your home you will be required to remotely attend a paid mandatory 6-week orientation and training (9 am-5 pm, M-F), 3 weeks via Zoom, after which you will then get your company-supplied equipment and continue your remote training with continual monitoring and training for an additional 3 weeks. It is mandatory that this training be completed in full prior to you beginning your work with CCG so that you fully understand your duties and how to perform them.
Home Office Requirements:
- Have (or be able to obtain) High-Speed Internet (100 Mbps download / 30 Mbps upload or better).
- Hard-wired LAN connection. Cannot use a wireless connection. Your device must be directly connected to the router/modem via an Ethernet cable.
- Must have access to router/modem and can reboot/troubleshoot these devices during working hours.
- Surge protector and ergonomically correct office furniture, desk or table, and chair.
- Dedicated private, secure, and quiet workspace free from background noise or other distractions located at your confirmed address of residence, and you are responsible for maintaining the workspace in a safe condition, free from hazards and other dangers to people and equipment.
- Dependent care and other family obligations cannot interfere with job duties.
- For the first 3 weeks of training, have access to a computer/laptop, with webcam or camera capability, and headset or cellphone earbuds. Cannot use a cellphone, tablet, or Chromebook, they are not compatible with our systems. Afterward, you will get your company-supplied computer equipment to use for the completion of your training and job duties.
- Fire extinguisher, first aid kit, and smoke detectors in place of residence are recommended.
The multi-step interview process is done remotely via Zoom.
Benefits:
- Work from your home
- Paid meal break
- 7 Paid holidays
- After Benefit Waiting Periods:
- PTO Benefits
- Accrue paid vacation days
- Accrue paid sick days
- 3 paid days (1 Floating Holiday, 1 Mental Health Day, 1 Care Giver Day)\
- Health Benefits
- Medical benefits
- Flexible Spending Account
- Short-Term Disability – voluntary benefit where the cost is paid by the employee
- Discount Benefits – dental, vision, chiropractic, and pharmacy benefits at no cost to employees.
- Term Life, AD&D Coverage, Long - Term Disability insurance at no cost to the employee
- Wealth Building Benefits
- 401(k) & ROTH - plan with up to 6% match
- ESOP (Employee Stock Ownership Plan) - is a program that gives employees ownership in the company through shares of stock.
Incredible team, competitive salary, paid training, paid meal break, great benefits, and the opportunity to work from home!
CCG is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, transgender status, gender identity, gender expression, marital status and any other legally-recognized protected basis under federal, state, or local law.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Please inform CCG if you need assistance completing a job application or to otherwise participating in the application and interview process.
