Escalations Representative

Job Description

Job Description

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.

With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.

I. Summary/Objective:

The Opticall BPO Escalations Representative is a vital position within the organization as it is in charge of providing support to several departments within the organization through different channels (online, voice, and email). From support to the RVPs, Managers, and stores to ensure customer satisfaction and protect our brand reputation. The position provides support on tickets, escalated interactions, and helps prevent potential financial loss by mitigating operational risks.

II. Responsibilities:

• Processing partial and full refunds.
• Create and follow up on the ticketing system.
• To research and provide patients/ stores with medical records through different communication channels.
• Handle escalated calls from call center interactions
• Initiate escalations to store and call center leadership when needed. Follow up on these escalations in a timely manner using the approved communication channels and adhering to internal standard operating procedures.
• Reschedule appointments when updates in store lanes occur
• Respond to chargebacks and Care credit disputes in a timely manner to ensure loss prevention
• Any other duties assigned by Operations based on business needs.

III. Education and Experience:

• High School Diploma and/or College Degree are highly preferred

IV. Skills/ Qualifications:

• Previous experience in a customer support role.
• Strong written and verbal communication skills both in English and Spanish.
• Familiarity with computer systems and best practices.
• Ability to multitask, attention to detail with the ability to prioritize and execute tasks efficiently
• Data Entry Skill
• Problem-Solving Skill.
• Email etiquette & proficiency
• Being able to work well under pressure