Contact Center Representative I
About The Position
Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels. Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings. Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution. Provide technical, procedural, and operational support while adhering to established policies and service standards. Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics. Ability to work 9:30am-6pm PST is required for this role.
Requirements
- High school diploma or equivalent required
- 2 years in a dynamic customer service environment
- Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information
- Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)
- Proven problem-solving and research skills to investigate and resolve member issues effectively
Nice To Haves
- associate degree preferred
- Telephonic customer service experience preferred
Responsibilities
- Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
- Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.
- Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.
- Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
- Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.
Benefits
- medical, dental, vision
- 401(k) plan with matching company contributions
- An annual incentive bonus plan
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually
- Paid parental leave and adoption/surrogacy assistance
- An employee giving program that double matches your donations to eligible nonprofits and schools
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
