What are the responsibilities and job description for the Call Center Representative position at Engaging Solutions, LLC?
Description
Who We Are:
Engaging Solutions is what we are, and what we do! Our mission is to provide tailored business solutions that improve the quality of life for everyone in the communities we serve. That commitment is accomplished through our core values: People, Impact, Community, Equity & Integrity. What makes us unique is we are small enough to be flexible, large enough to deliver excellence, and agile enough to adapt to any organization’s needs.
We offer competitive pay, excellent benefits, and a wholistic approach to work life balance including work from home opportunities. It’s no wonder Engaging Solutions has been selected as one of Indianapolis’ Top Workplaces (Indy Star 2016, 2017, 2018, 2020, 2022, 2023 & 2024) and is ranked as a Fastest Growing Business by Fortune Magazine!
Position Purpose:
The purpose of the Care Engagement Specialist III – Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.
Position Responsibilities:
- Conduct inbound and outbound customer interaction support.
- Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
- Utilize reference materials to take ownership of customer issues and drive resolutions.
- Document all customer interactions according to standard operating procedures.
- Provide customers with prompt and accurate customer service.
- Identify, escalate, and route priority issues to appropriate resource(s).
- Meet department expectations and key performance indicator goals.
- Participate in continuous quality improvement initiatives.
- Carry out strategies to increase customer adherence and reduce barriers.
- Manage complex customer service workflows using multiple system navigation.
- Train junior engagement specialists.
- Support multiple client projects.
- Assist with coaching and development for junior engagement specialists.
- Serve as back-up team lead.
Requirements
Position Requirements/Abilities:
- Working knowledge of computer operations
- Strong interpersonal skills
- Effective verbal and written communication skills
- Ability to communicate effectively with people from diverse population
- Ability to problem solve and adapt to changing environment
- Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
- Typing skills of 35-40 wpm, preferred
- Ability to use multi-screen
- Ability to work a flexible schedule
- Ability to multi-task
- Medicaid managed care of insurance industry, preferred
- Managing customer concerns and sales experience, preferred
Education, Work Experience, Licensure:
- High school education or equivalent
- 5-6 years of strong customer service experience preferably in a contact center environment
Supervisory Responsibilities:
This position does not have supervisory responsibilities.
Salary : $20 - $22