Experienced Remote Call Center Representative – Customer Service and Operations Specialist

About Our Company

We are a dynamic and innovative organization dedicated to delivering exceptional customer experiences and providing top-notch services to our clients. Our team is passionate about making a positive impact in the lives of our customers, and we're looking for like-minded individuals to join our ranks. As a Remote Call Center Representative, you'll play a vital role in driving our success and helping us achieve our mission.

About the Role

We're seeking an experienced and skilled Remote Call Center Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional service to our clients, resolving issues, and ensuring that our customers have a positive experience with our organization. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a better work-life balance.

Key Responsibilities

• Answer all inbound calls with professionalism and customer service framework communication.
• Follow up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed.
• Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls).
• Responsiveness to voicemails throughout shift and overnight call center messages.
• Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.
• Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors.
• Document and complete Call Center Form for data call log.
• Fulfill surveys/reports issued by Call Center Supervisor as needed.
• Complete Call Center task assignments provided by management team.
• Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.
• Maintain confidentiality and always comply to HIPAA regulations.
• Assist with intake calls for case management as needed for coverage and staff call outs.
• Provide support to the clinical team and chart maintenance as needed.
• Perform other duties and tasks as assigned by Senior Clerical Team.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

• Language Skills: Must be Fully Bilingual in English and Spanish.
• Education: High School Diploma or equivalent is required.
• Experience: Must have 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health office.
• Technical Skills: Must be proficient in MS Office (Outlook, Word, and Excel) and have the ability to learn new software.
• Soft Skills: Possesses the personality and demeanor to work with difficult clients, detail-oriented, and able to multi-task.
• Teamwork: Must be a team player and thrive under pressure in an outpatient client environment.
• Identification: Must provide 1 form of picture ID (non-expired) and either an unexpired passport, driver's license, and social security card, or a state ID card and social security card.

Benefits

We offer a comprehensive benefits package to support your career growth and well-being. Some of the benefits include:

• We Pay Down Your Student Loans!
• Productivity Bonus
• Medical, Dental, and Vision Insurance is Paid for by NYPCC
• 100% Paid Time Off and Company Paid Holidays
• Annual Rate Increases
• 403B Retirement Plan with Match!
• Continuing Education Opportunities Available
• Professional Development through NYPCC Academy
• Amazing Workplace Culture

Career Growth Opportunities

We're committed to helping you grow and develop your skills and career. As a Remote Call Center Representative, you'll have access to ongoing training and development opportunities, including:

• Regular performance feedback and coaching
• Opportunities for advancement and career growth
• Professional development through our NYPCC Academy
• Continuing education opportunities to enhance your skills and knowledge

Work Environment and Company Culture

We're proud of our positive and supportive work environment, which is built on a foundation of respect, empathy, and open communication. As a Remote Call Center Representative, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career with our organization!

Apply Now: Click here to apply