Call Center Representative

Call Center Representative

GA Foods is seeking experienced Inbound and Outbound Call Center Representatives to join our Customer Care team. The ideal Call Center Representative will be a compassionate and skilled customer service professional who is interested in positively impacting the lives of others.

Depending on assignment, representatives may primarily handle inbound member calls or conduct outbound outreach to eligible members. In either capacity, this position plays an important role in ensuring courteous, accurate, and secure processing of member orders and supporting a positive member experience.

Responsibilities

Inbound Call Responsibilities:

• Process inbound calls from members, caregivers, agencies, Case Managers, and other authorized contacts.
• Assist members with placing, reviewing, updating, or resolving questions related to meal orders and deliveries.
• Educate members on their meal benefits, available meal options, delivery expectations, and applicable program requirements.
• Research and resolve member questions or concerns related to orders, deliveries, account information, and service.
• Serve as a liaison between members, agencies, Case Managers, and the company's Delivery Care Agents to address order and delivery needs.
• Process member orders and account updates accurately in the company ERP and other supporting systems.
• Identify and escalate concerns that may affect a member's delivery, eligibility, order, or overall service experience.

Outbound Call Responsibilities:

• Conduct outbound calls to recently discharged and other eligible members to confirm eligibility, review program benefits, and assist with initiating meal services.
• Make timely follow-up attempts on assigned referrals to maximize member contact and program participation.
• Educate members on their meal benefit, delivery expectations, available meal options, and applicable program requirements.
• Assist members with initiating meal services and process member meal orders accurately in the company ERP and supporting systems.
• Maintain complete and accurate documentation of outreach attempts, member interactions, order details, and account updates.
• Identify and escalate concerns that may affect a member's delivery, eligibility, order, or overall service experience.

General Call Center Responsibilities:

• Provide professional, compassionate, empathetic, and solution-focused service during every member interaction.
• Process inbound or outbound customer calls and member orders based on assigned responsibilities.
• Maintain complete and accurate documentation of member interactions, outreach attempts, orders, and account updates.
• Understand and strive to meet or exceed established productivity, quality, accuracy, and customer service metrics.
• Drive member and customer satisfaction through voice, chat, and/or email communications.
• Perform accurate data entry of customer and member orders into the company ERP and other programs.
• Work collaboratively with Delivery Care Agents and other internal teams to resolve member needs and service issues.
• Protect member information and comply with all applicable HIPAA, privacy, security, compliance, and company policies and procedures.
• Maintain confidentiality and appropriately verify member or authorized-party information before discussing protected information.
• Perform other duties as assigned based on business needs.

Experience and Qualifications

• Prior customer service or call center experience required.
• Basic knowledge of Microsoft Office, including Word and Excel.
• Strong customer service orientation and focus.
• Strong and accurate data-entry skills.
• Good verbal and written communication skills.
• Ability to organize and manage multiple priorities.
• Ability to work effectively in a fast-paced, metrics-driven environment.
• Strong attention to detail and dependability.
• Ability to communicate professionally and empathetically with members, caregivers, clients, and internal teams.
• Ability to maintain confidentiality and appropriately handle sensitive member information.
• Bilingual preferred, with a $0.50 per hour differential paid.

Technical Requirements

• A minimum of one or two 19-inch or larger monitors; two monitors are recommended.
• Headset with microphone, mouse, keyboard, and other necessary computer peripherals.
• Internet speed with a minimum of 5.0 Mbps upload speed and 10 Mbps download speed.
• Internet provider must provide a highly stable connection with packet loss and latency under 100ms.
• DSL or broadband internet service is required.
• During working hours, media streaming, downloading, media playing, or gaming by the employee or members of the household is not permitted when it negatively impacts network performance.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Frequent sitting, standing, and walking are daily activities. Some bending and filing may be required (<10% of the time). This would require the ability to lift files (<10 lbs.), open filing cabinets and bend or stand as necessary. Over 2/3 of Time: See; Sit; Use hands to finger/handle/feel; Talk or Hear.

Position Type

This is a full-time, non-exempt position that requires on-site work, Monday through Friday.

Equal Opportunity Statement

At GA Foods, we are deeply committed to the principles of equal employment opportunity. It is our policy that all employment decisions are made without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, veteran status, or any other characteristic protected by local, state, or federal law.

We base all employment decisions on merit, qualifications to perform the essential job functions (with or without reasonable accommodations), and business needs.

GA Foods also provides affirmative action in employment for qualified individuals with disabilities and protected veterans, in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

GA Food Services of Pinellas County, LLC (GA Foods) is proud to be a Drug-Free, Smoke-Free Workplace and an Equal Employment Opportunity Employer.