Customer Service Rep (QTC)

MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.
With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.


Job Summary:


Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff and delivers exceptional customer service at all touch points.


Shift: Monday, Tuesday, Wednesday, Saturday 8:30am-7pm

Location: Must live within 90 minutes driving distance of Bedford, PA.

Training: 2 weeks onsite training

Essential Duties and Responsibilities:

• Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
• Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
• Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
• Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
• Accurately documents all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
• Any other duties as assigned

Competencies:

• Ability to prioritize customer follow up calls when necessary
• Adaptable with the ability to follow standardized process workflow on a daily basis
• Provide exceptional customer service to both internal and external customers
• Strong knowledge of administrative processes
• Demonstrated ability to work as a team member as well as an individual contributor
• Ability to interact with all levels of staff
• Ability to effectively manage competing priorities in a fast paced environment
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly

• Excellent data entry and typing skills
• Ability to work various shifts and hours to cover multiple times zones

Education and/or Experience: (includes certificate & licenses)

• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.


QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.


Education


Required


GED, High School Diploma or higher.


Required


1-3 years: Customer Service experience.

Skills


Preferred


Customer Service


Intermediate


Sense of Urgency


Intermediate


Problem Solving


Intermediate


Interpersonal


Intermediate


Team Player


Intermediate


Written Communication


Intermediate


Verbal Communication


Intermediate


Organization


Intermediate


Excel


Intermediate


Word


Intermediate


Medical Terminology


Intermediate


MS Office


Intermediate


Multi-line phone


Intermediate


Behaviors


Preferred


Team Player: Works well as a member of a group


Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well


Dedicated: Devoted to a task or purpose with loyalty or integrity


Motivations