Remote, Contact Center Representative - IHA Scheduling Team

Advantmed

12d•$14 - $16•Remote

About The Position

The Contact Center Representative – IHA (In-Home Health Assessment) Scheduling Team role is a remote position requiring immediate availability. The primary responsibility is handling inbound and outbound calls to schedule health assessment visits (Member Engagement). This involves answering or making calls to members to book appointments for their no-cost In-home Health Assessments. The role requires learning about and addressing customer needs, complaints, or other service issues, responding efficiently and accurately to callers, and ensuring customers feel supported and valued. The representative will engage in active listening, confirm or clarify information, and diffuse angry clients as needed. Building lasting relationships with customers and team members, utilizing software and databases appropriately, and striving to meet or exceed call center metrics are key. The role may also involve making sales or recommendations for products or services, taking part in training, being available for meetings on camera, and adhering to company policies. Additional ad-hoc tasks may be assigned by the Call Center Supervisor.

Requirements

2+ years of call center experience in a target-driven environment
Windows 11 Pro laptop or desktop with video-calling capabilities
High-speed and stable internet connection
Eligible to work and perform job responsibilities within the United States
Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
Various software and data entry proficiency, including MS Office
Ability to type 40Wpm
Strong communication and time management skills
Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills
Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues
Honesty and integrity
Excellent attendance and work record
Ability to professionally articulate customer call scripts
Exceptional customer service and active listening skills
Ability to empathize and manage personal emotions
Ability to function as an effective team member
Ability to internalize and follow protocols/guidelines
Demonstrate excellent oral and written communication skills; correct spelling is a must
Strong time management skills and decision-making skills
Strong computer skills required
Must have a working knowledge of MS Office applications: Word, Excel, and Outlook
Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.

Nice To Haves

Experience working in an outbound sales process is a plus
Outgoing and pleasing personality on the phone.
Good time manager.
Ability to multitask and work in a challenging environment
Ready to learn and grow. Go-getter mindset.
60Wpm typing speed is preferred
Customer service or other directly related experience is a plus
Ability to collaborate and be a team player

Responsibilities

Answering or making calls to members to book appointments for their no-cost In-home Health Assessments
Learn about and address customer needs, complaints, or other service issues.
Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
Building lasting relationships with customers and other call center team members based on trust and reliability.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent, consistent customer service
Making sales or recommendations for products or services that suit client needs better.
Taking part in training and other learning opportunities to expand knowledge of the company and position.
To be available on meetings on camera as and when needed
Adhering to all company policies and procedures.
Additional ad-hoc tasks as assigned by the Call Center Supervisor