Call Center Representative

GA Foods•United States - Remote, US,

43d•$0 - $17•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

Bilingual preferred, with a $0.50 per hour differential paid.

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.
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.
Maintain complete and accurate documentation of outreach attempts, member interactions, order details, and account updates.
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.
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.