Engagement Specialist II - Customer Service (PART-TIME)

Engagement Specialist Customer Service

This is a part-time role averaging 20 hours per week, therefore ineligible for benefits. This position is remote, but the employee must reside in Indiana.

Position Purpose:

The purpose of the Engagement Specialist Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.

Competencies/Duties:

• Conduct inbound and outbound customer interaction support.
• Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
• Utilize reference materials to take ownership of customer issues and drive resolutions.
• Document all customer interactions according to standard operating procedures.
• Provide customers with prompt and accurate customer service.
• Identify, escalate, and route priority issues to appropriate resource(s).
• Meet department expectations and key performance indicator goals.
• Participate in continuous quality improvement initiatives.
• Train junior engagement specialists.
• Manage multiple client projects.

Requirements

Position Requirements/Abilities:

• Working knowledge of computer operations
• Strong interpersonal skills
• Effective verbal and written communication skills
• Ability to communicate effectively with people from diverse populations
• Ability to problem solve and adapt to changing environment
• Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
• Typing skills of 35-40 wpm, preferred
• Ability to use multi-screen
• Ability to work a flexible schedule
• Ability to multi-task
• Medicaid managed care of insurance industry, preferred
• Managing customer concerns and sales experience, preferred

Education, Work Experience, Licensure:

• High school education or equivalent
• 3-4 years of strong customer service experience preferably in a contact center environment

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Contacts:

• Engaging Solutions employees
• Internal/External Clients

Environment/Physical Demands:

• Must be able to speak, hear, see, read, write, type, dial, reach, and bend
• This position is full time, minimum of forty hours per week
• A combination of day, evening, and weekend hours are required