Call Center Representative

Call Center Representative

Answer in-coming 800 helpline calls, transfer calls to volunteers when available, data entry of client contacts, and other clerical functions such as mailings and inventory.

Duties

• Answer all 800 calls in a timely manner. Record on Client Contact forms.
• Forward 800 calls to available volunteer counselors or provide counseling assistance when volunteers are not available. Take calls from counselors regarding availability and/or supplies.
• Complete data entry each day including Client Contacts
• Do labels and mailing for information packets, assemble packets of information, and make copies of SHIP information as needed.
• Inform the Office Manager when supplies of materials are low
• Put away all deliveries in an orderly manner. Keep work area in order and recycle unwanted paper and boxes. Make sure work area is neat and orderly
• Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
• Forward call back messages to Volunteer Supervisors at the end of the day.
• Put together new counselor training materials and other training materials requested by Trainers.
• Put together presentation materials and supplies as requested by Volunteer Supervisors, Counselors, or SHIP Local Sites.
• Other duties as assigned by Office Manager including, but not limited to, special mailings/emails, 800 message recordings, updating lists, etc.

Difficulty of Work

• Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.

Responsibility

• Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner. Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records, files, forms, reports and technical information. Errors in work or faulty judgment can undermine trust and the reputation of the program.

Personal Work Relationships

• Personal work relationships are with immediate office staff, Office Supervisor, the public, department and agency representatives at local and state levels. Contacts are for the purpose of relaying and giving information and making referrals