Call Center Representative

Part Time Position

Job Summary:

Front Desk Representatives are responsible for providing excellent customer service to diverse client pools in a wide variety of industries. Representatives must have the ability to follow detailed instructions and relay detailed messages with accuracy while maintaining composure, empathy, and professionalism in a fast-paced environment.

Essential Job Functions:

• Answer calls for clients; take accurate messages, telephone orders and/or customer service requests, schedule appointments for a variety of services and clients.
• Follow instructions precisely as detailed on the client Info Card (IE: Hold Call, Page, Text, Call Home Number, Fax Messages, Record to Voice Mail, Email, Etc.)
• Follow established protocols on emergency calls to ensure that the client is contacted within the required time frame.
• Verify location information on each account before attempting to dispatch or deliver messages.
• Give messages to clients who call in and take information on temporary changes such as who to call and/or the location of the client for a brief period. (Ex: A physician may be reached at another number temporarily)
• Speak in a clear voice and repeat information taken to be certain that the correct name, phone number, address, date of birth, email and message are taken.
• Gather complete information about prospective clients and transfer calls to Operations Supervisor or Operations Manager.
• Maintain appropriate client confidentiality; comply with HIPAA regulations when appropriate.
• Maintain punctual attendance and provide proper notice for call outs
• Maintain up-to‑date knowledge of the current CM by reviewing all account information, checking for personal or employee messages where available.
• Read and respond to client emails when necessary.
• File and update on‑call schedules as needed.
• Other duties as assigned.

Qualifications:

• Computer skills, MS Office Suite experience preferred.
• Ability to remain calm under pressure.
• Strong oral and written communication skills.
• Able to work independently in a fast-paced environment.

Work Environment:

While performing the duties of this job, the employee is regularly exposed to office equipment such as computers, copy, and fax machines. The employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, type or handle and reach with hands and arms. The employee is occasionally required to walk or stand. The employee is seldom required to climb or balance and stoop, kneel, crouch, or crawl. The employee may be required to lift and /or move up to 10 pounds.

Mental Activities:

While performing the duties of this job, the employee is regularly required to use critical thinking. The employee is also required to use interpersonal skills.

Benefits Include:

• Paid Time Off
• Health, Dental, and Vision Insurance for Full-Time Employees
• Voluntary Life Insurance for Full-Time Employees
• Direct Deposit
• 401(k) with Company Match
• Employee Assistance Program (EAP)
• ZayZoon – Earned Wage Access (EWA)