Call Center Representative

Phoenix Data Corporation Inc• US,

15d•$18 - $20•Remote

About The Position

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members. Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners. This is a permanent, full-time remote position that will cross-train across multiple client campaigns, including phone and chat support as business needs require. This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. This is not a high-volume contact center. While some calls may be less time consuming, some require detail, research, and probing questions. All tickets/case notes require correct descriptions and appropriate attachments, and all calls should be handled with exceptional customer experience. Representatives are expected to take ownership of each customer interaction by utilizing available resources, operational documentation, knowledge base tools, troubleshooting techniques, and critical thinking skills to achieve high one-call resolution whenever possible. This position requires representatives to research issues, educate customers, resolve concerns within their scope of support, and thoroughly document all actions taken. While some situations require escalation, unnecessary transfers should be minimized through effective problem solving, resource utilization, and adherence to client and company procedures. Representatives support inbound customer service calls and occasional outbound follow-up involving technical assistance, portal access, billing questions, enrollment support, account research, and issue resolution. This role requires a high aptitude for learning, the ability to retain changing processes, exceptional multitasking skills, and the flexibility to become cross-trained across multiple client campaigns while maintaining compliance with client-specific and state-specific requirements.

Requirements

High school diploma or GED required.
Minimum three (3) years of recent inbound contact center customer service experience within the last six years.
Experience in a high-volume contact center environment.
Ability to quickly learn multiple campaigns and changing business processes.
Strong troubleshooting and critical thinking skills.
Excellent documentation and organizational skills.
Strong verbal and written communication skills.
Excellent customer service and soft skills.
Ability to multitask across numerous systems simultaneously.
Ability to type 50 WPM accurately while speaking with customers.
Strong attendance history and dependability.
Experience using CRM platforms and contact center software.
Must successfully complete employment verification, professional reference verification, criminal background screening, drug screening, and remote system verification.
Windows 11 desktop or laptop computer (2 years old or newer)
Minimum 16 GB RAM
Ability to support dual monitors and wired headset connections
Ethernet (hardwired) internet connection
Minimum 50 Mbps download speed
Minimum 10 Mbps upload speed
Functional keyboard and mouse not on laptop
Virus protection and firewall software installed (our company runs these as well)
Backup internet solution (such as mobile hotspot or personal hotspot) in the event your primary internet service fails) – Points are assessed when you are unable to work due to outages and do not have back up services

Nice To Haves

Healthcare customer service experience.
Government program experience.
Technical support experience.
Previous remote contact center experience.
Bilingual skills are a plus.

Responsibilities

Handle high-volume inbound customer interactions while delivering exceptional customer service. Some outbound calls transpire.
Take ownership of customer interactions from start to finish whenever possible.
Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
Research issues thoroughly before determining if escalation is necessary.
Maintain effective call control while demonstrating empathy, professionalism, and active listening.
Ask probing questions to identify root causes and determine appropriate solutions.
Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers when cross trained between all campaigns and applications.
Accurately summarize every customer interaction within the CRM or ticketing system.
Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
Attach supporting documentation to customer cases when appropriate.
Follow all client, state, and company policies while maintaining quality and compliance standards.
Monitor email and Microsoft Teams communications throughout the workday without reminders.
Adapt quickly to changing client processes and operational needs.
Meet productivity, quality, attendance, and schedule adherence expectations.
Support phone and chat channels as business needs require.
Demonstrate professionalism and emotional intelligence.
Active listening skills.
Empathy while maintaining call control.
Positive language and de-escalation techniques.
Strong verbal and written communication skills.
The ability to build rapport and trust quickly.
Professional collaboration with internal teams and external partners.
Flexibility in communication style while maintaining professionalism and company standards.
Professional maturity and accountability.
Flexibility and adaptability as business needs evolve.
Commitment to the position, assigned schedule, and attendance expectations.
Dependability and reliability in a remote work environment.
Willingness to accept coaching and continuously improve.
Ownership of responsibilities and follow-through on commitments.
Professional interactions with customers, coworkers, leadership, and external partners always.
Demonstrate the maturity necessary to work independently without direct supervision.
Maintain focus and productivity throughout the workday.
Maintain a dedicated private workspace free from distractions and excessive background noise.
Be logged into all required systems and ready to work at their scheduled start time, what they would use as a commute is time to be logged in and ready, there is no grace period.
Maintain schedule adherence throughout assigned shifts.
Maintain reliable, hardwired internet connectivity.
Have access to a backup internet solution (mobile hotspot or alternate location) should primary internet service fail.
Communicate technical issues immediately and restore connectivity as quickly as possible.