Engagement Specialist II - Customer Service (PART-TIME)

Engaging Solutions•Indianapolis, IN

5d•Remote

About The Position

This is a part-time role averaging 20 hours per week, therefore ineligible for benefits. This position is remote, but the employee must reside in Indiana. Position Purpose: The purpose of the Engagement Specialist – Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.

Requirements

Working knowledge of computer operations
Strong interpersonal skills
Effective verbal and written communication skills
Ability to communicate effectively with people from diverse population
Ability to problem solve and adapt to changing environment
Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
Ability to use multi-screen
Ability to work a flexible schedule
Ability to multi-task
High school education or equivalent
3-4 years of strong customer service experience preferably in a contact center environment

Nice To Haves

Typing skills of 35-40 wpm
Medicaid managed care of insurance industry
Managing customer concerns and sales experience

Responsibilities

Conduct inbound and outbound customer interaction support.
Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
Utilize reference materials to take ownership of customer issues and drive resolutions.
Document all customer interactions according to standard operating procedures.
Provide customers with prompt and accurate customer service.
Identify, escalate, and route priority issues to appropriate resource(s).
Meet department expectations and key performance indicator goals.
Participate in continuous quality improvement initiatives.
Train junior engagement specialists.
Manage multiple client projects.