Contact Center Specialist

Contact Center Specialist
Remote Role
Remote
Compensation: $20 - $22 per hour
6 Month Contract


ABOUT THE ROLE


Our client is seeking a Contact Center Specialist for a 6-month remote contract position, offering competitive hourly compensation and dental insurance. In this role, you will be responsible for receiving, evaluating, and resolving all incoming calls related to Disability Benefits Law (DBL) and Paid Family Leave (PFL). You will deliver exemplary customer service to both internal and external customers, ensuring each interaction is handled professionally and efficiently. The ideal candidate will possess excellent communication, problem-solving, and customer service skills, with the ability to empathize with callers and manage multiple tasks in a fast-paced environment. Proficiency in Microsoft Office applications and experience in the insurance industry are highly valued. This role offers the opportunity to work remotely in a supportive team environment while gaining valuable experience in the insurance sector. Dental insurance is included as a benefit.


WHAT YOU'LL DO

• Receive, evaluate, and resolve incoming calls regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL) in a professional manner
• Deliver superior customer service to both internal and external customers at all times
• Identify customer needs and respond appropriately using effective questioning and listening skills
• Investigate and propose solutions to caller concerns, ensuring follow-through on action items to rectify customer issues
• Answer each call with a positive demeanor, representing high customer service standards
• Effectively control all phone calls, aiming for one-call resolution
• Handle call transfers, messages, callbacks, holds, and interruptions using a professional approach
• Communicate claim status for DBL and PFL clearly and accurately
• Document all calls in the Solution Center Call Log and process emails as required
• Refer calls to Lead/Supervisor when necessary
• Meet production objectives and goals as set by the organization

WHAT YOU BRING

• Excellent customer service skills with a commitment to delivering superior support
• Strong problem-solving abilities and capacity to investigate and resolve customer concerns
• Strong verbal and written communication skills
• Ability to empathize with callers and maintain a positive, professional demeanor
• Proficiency in Microsoft Office applications
• Bachelor's degree in Business Administration or related field and/or relevant work experience in the insurance industry
• 0-5 years of relevant experience
• Experience handling and resolving customer inquiries regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL)
• Experience documenting calls and processing emails in a contact center environment
• Ability to work remotely and consistently meet production objectives and goals
• Ability to manage multiple tasks in a fast-paced environment

WHAT'S IN IT FOR YOU

• Remote work flexibility
• Dental insurance
• Opportunity to gain experience in the insurance industry
• Supportive team environment
• Competitive hourly compensation

Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.


EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.


Benefits & Perks:
Eight Eleven Group offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee's needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.


Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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