Call Center Representative

Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support)

Salary Range: $18.00–$19.50 per hour

Remote Work Location Requirement

Please do not apply if you do not currently reside in one of the following states:

• Florida
• Georgia
• Indiana
• North Carolina
• Oklahoma
• Pennsylvania
• Virginia

Applicants residing outside of these states will not be considered.

About Phoenix Data Corporation

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members.

Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners.

This is a permanent, full-time remote position. Employees will initially support a early intervention program specific to one state and will progressively cross-train across additional client campaigns.

The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders.

Position Summary

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. While some interactions may be less time-consuming, others require detailed research, probing questions, critical thinking, system navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward one-call resolution whenever possible.

The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities.

Representatives must be able to appropriately adjust their communication style when assisting professional callers, including providers, agencies, and therapists, as well as parents/guardians who may require additional explanation or guidance.

Responsibilities may include technical assistance, portal access, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue resolution. Some situations require escalation; however, unnecessary transfers should be minimized through effective research, problem solving, and use of available resources.

This role requires a high aptitude for learning, exceptional multitasking skills, and the ability to retain and accurately apply changing processes. Employees will eventually become cross-trained across multiple client campaigns and must maintain compliance with the requirements and procedures applicable to each campaign.

Essential Contact Center Responsibilities

• Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns.
• Ask appropriate probing questions to identify the issue and determine the correct course of action.
• Work toward high one-call resolution while recognizing when escalation is appropriate.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Navigate multiple web-based programs, browsers, applications, and dual monitors simultaneously while assisting customers.
• Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.
• Document research performed, troubleshooting completed, actions taken, customer education provided, and final resolution.
• Attach supporting documentation to customer cases when required.
• Follow all applicable program, state, client, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams communications throughout the workday without reminders.
• Adapt quickly to changing processes, procedures, and operational needs.
• Meet productivity, quality, attendance, and schedule-adherence expectations.
• Support phone, chat, ticket, and other customer-support channels as assigned.

Early Intervention Enrollment Responsibilities

As part of the initial New Jersey Early Intervention assignment, representatives will be trained to perform Practitioner/Provider and Agency enrollment activities. Representatives must accurately follow established program rules, procedures, and documentation requirements when completing enrollment-related work.

Responsibilities include:

• Process Practitioner/Provider enrollment packages submitted by New Jersey Early Intervention agencies in accordance with established program requirements.
• Review enrollment submissions and supporting documentation for completeness and identify information requiring correction, clarification, or follow-up.
• Process authorized profile modifications, including changes to email addresses, telephone numbers, user types, user roles, and other applicable account information.
• Assist with licensing updates, including communicating with users when additional information or documentation is required.
• Maintain required enrollment records and supporting documentation for audit and internal-control purposes.
• Learn and remain current on Early Intervention program rules, enrollment guidelines, procedures, and process changes.
• Develop and maintain proficiency in our operating systems and other applications necessary to process enrollment activities.
• Respond to Practitioner/Provider and Agency enrollment inquiries through telephone and support-ticket channels.
• Initiate outbound follow-up when necessary to obtain information, answer enrollment questions, or complete enrollment-related activities.
• Serve as a back-up resource for Practitioner/Provider and Agency enrollment questions once trained and qualified.
• Participate fully in required program and enrollment training.
• Communicate with Program Management and internal leadership regarding enrollment questions, issues, process changes, and program requirements.
• Meet established quality, productivity, documentation, and performance expectations for enrollment activities.

Soft Skills & Professional Communication

Success in this role requires exceptional interpersonal skills with customers, coworkers, leadership, and external partners.

Representatives must demonstrate:

• Professionalism and emotional intelligence.
• Strong active-listening skills.
• Empathy while maintaining appropriate call control.
• Positive language and effective de-escalation techniques.
• Strong verbal and written communication skills.
• Ability to build rapport and trust quickly.
• Ability to explain information and processes clearly to individuals with varying levels of knowledge or experience.
• Professional collaboration with internal teams and external partners.
• Flexibility in communication style while maintaining professionalism and company standards.

For the initial Early Intervention campaign, representatives must be comfortable communicating with providers, agencies, therapists, parents/guardians, and other individuals involved in supporting children participating in the program. Some callers may require additional explanation, guidance, or assistance understanding program or enrollment processes.

Professional Expectations

Employees are expected to demonstrate:

• Professional maturity and accountability.
• Flexibility and adaptability as business needs evolve.
• Commitment to the position, assigned schedule, and attendance expectations.
• Dependability and reliability in a remote work environment.
• Willingness to accept coaching and continuously improve.
• Ownership of responsibilities and follow-through on commitments.
• Professional interactions with customers, coworkers, leadership, and external partners at all times.

Remote Work Expectations

Successful remote employees must possess exceptional self-discipline and professionalism.

Employees must:

• Demonstrate the maturity necessary to work independently without direct supervision.
• Maintain focus and productivity throughout the workday.
• Maintain a dedicated, private workspace free from distractions and excessive background noise.
• Be logged into all required systems and ready to work at their scheduled start time. There is no grace period.
• Maintain schedule adherence throughout assigned shifts.
• Maintain reliable, hardwired internet connectivity.
• Have access to a backup internet solution, such as a mobile hotspot or alternate location, should primary internet service fail.
• Communicate technical issues immediately and restore connectivity as quickly as possible.

Minimum Qualifications

• High school diploma or GED required.
• Minimum three (3) years of recent inbound contact center customer service experience within the last six (6) years.
• Experience working in an established contact center environment where handling telephone interactions through a call queue was a primary responsibility.
• Strong troubleshooting, research, and critical-thinking skills.
• Excellent documentation and organizational skills.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to learn and accurately apply detailed program rules and procedures.