Call Center Representative

Phoenix Data Corporation Inc• US,

2d•$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. Employees will initially support an early intervention program specific to one state and will progressively cross-train across additional client campaigns. The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders. This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. While some interactions may be less time-consuming, others require detailed research, probing questions, critical thinking, system navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward one-call resolution whenever possible. The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities. Representatives must be able to appropriately adjust their communication style when assisting professional callers, including providers, agencies, and therapists, as well as parents/guardians who may require additional explanation or guidance. Responsibilities may include technical assistance, portal access, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue resolution. Some situations require escalation; however, unnecessary transfers should be minimized through effective research, problem solving, and use of available resources. This role requires a high aptitude for learning, exceptional multitasking skills, and the ability to retain and accurately apply changing processes. Employees will eventually become cross-trained across multiple client campaigns and must maintain compliance with the requirements and procedures applicable to each campaign.

Requirements

High school diploma or GED required.
Minimum three (3) years of recent inbound contact center customer service experience within the last six (6) years.
Experience working in an established contact center environment where handling telephone interactions through a call queue was a primary responsibility.
Strong troubleshooting, research, and critical-thinking skills.
Excellent documentation and organizational skills.
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Ability to learn and accurately apply detailed program rules and procedures.
Ability to multitask across numerous systems while assisting customers.
Ability to type at least 50 WPM accurately while speaking with customers.
Strong attendance history and dependability.
Experience using CRM platforms and contact center software.
Ability to work effectively both independently and within a collaborative team environment.
Must successfully complete applicable pre-employment verification and screening requirements.
Three years previous remote contact center experience in last six years.
Must currently reside in Florida, Georgia, Indiana, North Carolina, Oklahoma, Pennsylvania, or Virginia.

Nice To Haves

Healthcare customer service experience.
Government program experience.
Practitioner/Provider enrollment or credentialing experience.
Experience processing applications, enrollments, licensing information, or other detailed records.
Experience supporting providers, agencies, therapists, patients, or program participants.
Technical support experience.
Bilingual skills are a plus.

Responsibilities

Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required.
Take ownership of customer interactions from start to finish whenever possible.
Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns.
Ask appropriate probing questions to identify the issue and determine the correct course of action.
Work toward high one-call resolution while recognizing when escalation is appropriate.
Maintain effective call control while demonstrating empathy, professionalism, and active listening.
Navigate multiple web-based programs, browsers, applications, and dual monitors simultaneously while assisting customers.
Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.
Document research performed, troubleshooting completed, actions taken, customer education provided, and final resolution.
Attach supporting documentation to customer cases when required.
Follow all applicable program, state, client, and company policies while maintaining quality and compliance standards.
Monitor email and Microsoft Teams communications throughout the workday without reminders.
Adapt quickly to changing processes, procedures, and operational needs.
Meet productivity, quality, attendance, and schedule-adherence expectations.
Support phone, chat, ticket, and other customer-support channels as assigned.
Process Practitioner/Provider enrollment packages submitted by New Jersey Early Intervention agencies in accordance with established program requirements.
Review enrollment submissions and supporting documentation for completeness and identify information requiring correction, clarification, or follow-up.
Process authorized profile modifications, including changes to email addresses, telephone numbers, user types, user roles, and other applicable account information.
Assist with licensing updates, including communicating with users when additional information or documentation is required.
Maintain required enrollment records and supporting documentation for audit and internal-control purposes.
Learn and remain current on Early Intervention program rules, enrollment guidelines, procedures, and process changes.
Develop and maintain proficiency in our operating systems and other applications necessary to process enrollment activities.
Respond to Practitioner/Provider and Agency enrollment inquiries through telephone and support-ticket channels.
Initiate outbound follow-up when necessary to obtain information, answer enrollment questions, or complete enrollment-related activities.
Serve as a back-up resource for Practitioner/Provider and Agency enrollment questions once trained and qualified.
Participate fully in required program and enrollment training.
Communicate with Program Management and internal leadership regarding enrollment questions, issues, process changes, and program requirements.
Meet established quality, productivity, documentation, and performance expectations for enrollment activities.