Contact Center Agent

College of American Pathologists•Northfield, IL

7d•Onsite

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 provide accurate technical information and maintain a high level of service within established guidelines. The role handles inquiries through phone, fax, written correspondence, and email, and responds through the customer’s preferred communication method. The agent develops thorough knowledge of CAP products and services, investigates and resolves customer and member needs, facilitates billing inquiries, maintains accurate transaction records, and works across the organization to address concerns. The position also serves as a direct contact for select Gold Customers, responds professionally to emergency or Code Blue situations, escalates concerns when appropriate, participates in special projects, and performs other duties as assigned. Candidates must reside within 75 miles of the Northfield, Illinois office and meet in-office requirements. The stated pay range is $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 quickly comprehend and clearly communicate complex material.
Ability to function in a high-pressure environment.
Customer-service orientation.
PC skills are mandatory.
Familiarity with Microsoft Word.
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.
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, and email.
Respond using each customer’s preferred communication method.
Maintain thorough knowledge of CAP products, including Proficiency Testing, Surveys and Anatomic Pathology Education Programs, Laboratory Accreditation, Publications, Performance Analytics Dashboard, Membership, and Education.
Use software applications and other resources to investigate and resolve customer and member needs.
Facilitate billing inquiries involving pricing, invoices, payments, payment application, and credit holds.
Communicate across the organization to research and resolve customer concerns.
Maintain accurate records of transactions.
Develop thorough knowledge of new products.
Serve as the direct contact for select 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 customer concerns requiring escalation and forward them to appropriate management staff.
Participate in special projects.
Perform other duties as assigned.