Customer Service Representative

About This Role

This Customer Service Representative role focuses on making inbound and outbound calls to members who need assistance finding local community resources to meet their social needs, such as food, utility, housing, and finances. The role requires a high level of empathy and utilizes multiple systems and monitors.

Responsibilities

• Make outbound phone calls to members
• Locate resources to provide members with assistance for needs, such as food, utility, housing, and finances
• Provide timely follow-up as needed
• Display a high level of empathy, understanding, and patience, while helping to address the member’s needs
• Utilize several systems, in addition to the regular usage of more than one monitor

Requirements

• 1+ year of customer service experience, with proven customer service skills
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens
• Working knowledge of Microsoft© products (Outlook, Excel, folders)
• Ability to regularly access a designated workspace free from noise and other distractions
• High-speed internet with the ability to hardwire via ethernet from cable modem to PC

Qualifications

• High school diploma or GED
• 1+ year of customer service experience

Nice to Have

• Bilingual preferred and able to pass language certification
• 1+ year of experience in a call center setting, specifically related to inbound/outbound calls
• Knowledge of Medicaid, specifically related to communicate source navigation
• Strong communication skills (oral and written)
• Strong analytical and problem-solving skills
• Active listening proficiency
• Ability to be receptive to feedback and to embrace continuous improvement
• Positive attitude and strong interpersonal skills
• Ability to display empathy towards customers’ needs and concerns
• Desire to contribute to building a positive team spirit

Skills

* Required skills

Benefits