Remote - Contact Center Representative - IHA Scheduling Team

Advantmed

3d•$15 - $17•Remote

About The Position

The Contact Center Representative – IHA (In-Home Health Assessment) Scheduling Team role is a remote position requiring immediate availability. The representative will handle inbound and outbound calls to schedule health assessment visits, engaging with members to book appointments for their no-cost In-home Health Assessments. This role involves addressing customer needs, complaints, and service issues, responding efficiently to callers, and ensuring customers feel supported and valued. The representative will also engage in active listening, confirm or clarify information, and manage customer emotions. Building lasting relationships with customers and team members is key. The role requires utilizing software, databases, scripts, and tools appropriately, understanding and striving to meet call center metrics, and potentially making sales or recommendations for products or services. Participation in training and learning opportunities is expected, as is availability for on-camera meetings when needed. Adherence to company policies and procedures, along with performing ad-hoc tasks assigned by the Call Center Supervisor, are also part of the responsibilities.

Requirements

Must have a Windows 11 Pro laptop or desktop with video-calling capabilities
Must have a high-speed and stable internet connection.
Bilingual proficiency in English and Spanish is mandatory
2+ years of call center experience in a target-driven environment
Ability to type 40Wpm, 60Wpm is preferred
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.
Outgoing personality and sales approach
Solid work history, citing any recognition and promotion
Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
Customer service or other directly related experience is a plus
Ability to collaborate and be a team player
Various software and data entry proficiency, including MS Office

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