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

Abacus Service Corporation jobs

Call Center Representative#22-03697