Call Center Representative

About This Role

This full-time Call Center Representative role involves handling a high volume of inbound calls daily, scheduling appointments, and resolving customer inquiries and complaints to ensure high-quality service for patients within Mass General Brigham Medical Group.

Responsibilities

• Answer or make calls to clients to address their needs, complaints, or other issues with products or services
• Respond efficiently and accurately to callers, explaining possible solutions
• Engage in active listening with callers, confirming or clarifying information and de-escalating angry clients
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
• Adhere to all company policies and procedures as well as defined training
• Schedule appointments
• Answer questions
• Handle complaints
• Troubleshoot problems

Requirements

• High School Diploma or Equivalent
• Familiar with telephone etiquette and customer service basics
• Exceptional customer service, active listening, and verbal and written communication skills
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software
• Strong typing skills
• Strong time management and decision making skills

Qualifications

• High School Diploma or Equivalent required
• 1-2 years preferred customer service experience or 0-1 year call center experience or 0-1 year foreign language experience

Nice to Have

• 1-2 years customer service experience
• 0-1 year call center experience
• 0-1 year foreign language experience
• Fluency in multiple languages

Skills

* Required skills

Benefits