Customer Care Coordinator II

SUMMARY

Retrieve calls in queue, answer inquires, training calls, troubleshoots Priority 2 & 3 complaints, transfer Priority 1 complaint calls to Customer Care Representatives. Performs callbacks any administrative duties as needed by the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be

assigned.

• General inquiry assistance to callers
• Place and send out general product supplies to callers
• Troubleshoot training calls
• Troubleshoot Priority 2 & 3 complaint calls
• Retrieve and/or transfer calls in queue to the Customer Care group
• Perform call backs
• Have a good understanding of possible MDR’s/AE’s.
• Perform others general administrative tasks as needed for customer care.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,

and/or ability required. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school preferred. 3-5 years related experience and/or training (prior healthcare related call center experience, or medical practice assisting diabetic patients.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions,

and procedure manuals. Ability to write routine reports and correspondence. Ability to speak

effectively before groups of customers or employees of organization. Bilingual in Spanish (preferred): Proficiency in Spanish is highly desirable for effective

communication with our diverse client base and internal teams.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common

fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral

instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS N/A

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. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The

employee is occasionally required to walk and use hands to finger, handle, or feel. The employee

must regularly lift and/or move up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee

encounters while performing the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

EQUAL OPPORTUNITY EMPLOYER: Trividia Health, Inc. is an Equal Opportunity, Affirmative Action, E-Verify employer. Employment decisions for all applicants and employees will be made without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, marital status, veteran status, disability, or other characteristics protected under local, state or federal law.