Call Center Representative - Montgomery, AL (Onsite)
About The Position
As a Call Center Representative at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve. This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes. You will provide knowledgeable responses to basic client questions, elevate more complex cases to appropriate staff as needed, and use your skills to solve client problems, update account history, and follow up with clients to confirm their inquiry or request is resolved. You will adhere to the client’s SLAs and consistently meet production targets, collaborate with team members, management, and clients to resolve client inquiries, and cross-train new resources in customer service processes. Additionally, you will process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow.
Requirements
- High school diploma or GED required with previous office or clerical experience
- Strong written and verbal communication skills, including professional telephone etiquette with a confident demeanor when interacting with callers and customers
- Ability to follow written policies, procedures, and guidelines accurately
- Effective multitasking skills, with the ability to manage multiple responsibilities without losing focus or quality
- Proficient in using a computer, with a basic understanding of Microsoft Office applications (Outlook, Word, Excel)
Responsibilities
- Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
- Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
- Adhere to the client’s SLAs and consistently meet production targets
- Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
- Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow
Benefits
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
