Contact Center Agent

College of American Pathologists•Northfield, IL

13h•$24 - $30

About The Position

The Contact Center Agent provides front-line service to CAP customers and members. Under limited supervision, the agent uses problem-solving techniques and independent judgment to convey accurate technical information and maintain a high level of service within established guidelines. The role receives and resolves inquiries through phone, fax, written correspondence, and email, and may respond through the customer’s preferred communication method. The agent develops thorough knowledge of CAP products and services, researches customer and member needs using CAP software and other applications, facilitates billing inquiries, and works across the organization to resolve concerns. The agent also maintains accurate transaction records, supports selected Gold Customers, responds professionally to emergency or Code Blue situations, escalates concerns when appropriate, and participates in special projects and other assigned duties. Candidates must reside within 75 miles of the Northfield, Illinois office and meet in-office requirements. The position pays $24.00–$30.00 per hour.

Requirements

Excellent verbal and written communication skills.
High level of tact and discretion.
Ability to exercise independent judgment.
Excellent problem-solving skills.
Ability to multitask.
Ability to comprehend material quickly and communicate complex information clearly.
Ability to function in a high-pressure environment.
Customer service orientation.
PC skills are mandatory.
Candidates must reside within 75 miles of the Northfield, Illinois office and meet in-office requirements.

Nice To Haves

College graduate preferred.
Computer and communication courses.
Familiarity with Microsoft Word.
One year of experience in a service environment preferred.

Responsibilities

Receive, investigate, and resolve customer inquiries about CAP services and products received by phone, fax, written correspondence, or email.
Respond using each customer’s preferred method of communication.
Maintain thorough knowledge of CAP products, including proficiency testing, anatomic pathology education programs, laboratory accreditation, publications, the Performance Analytics Dashboard, membership, and education.
Use software applications and online resources to investigate and resolve customer and member needs.
Facilitate billing inquiries involving pricing, invoicing, payments, and credit holds.
Communicate across the organization to research and resolve customer concerns.
Maintain accurate records of transactions.
Develop knowledge of new products.
Serve as the direct contact for selected Gold Customers and build relationships to enhance their CAP experience.
Respond quickly and professionally to emergency or Code Blue situations to ensure service continuity.
Identify concerns requiring escalation and forward them to appropriate management staff.
Participate in special projects.
Perform other duties as assigned.