Call Center Representative

posted:
Location
Florence, South Carolina
Industry
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
8:00 AM - 5:00 PM (Various Shifts Available)
Salary
US$ 11.00 per hour
Ref. Number
S_58110
Contact
Shoemaker,Andrea, Spherion
Phone
843-6640050
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Job Description

The Call Center Representative Operations will manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information. The Administrator is responsible for following procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).

Responsibilities:
- Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information
- Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)
- Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues
- Accurately update database systems, such as but not limited to Word, Excel, CRM
- May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails
- Assist other team members in maintaining and collecting sensitive case documents
- Aid team members with case file maintenance, including filing, retention, and labeling
- Track and escalate case issues, as needed
- Review and research escalated case issues and respond in a timely manner
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Effectively transfer misdirected customer requests to an appropriate party
- Participate in activities designed to improve customer satisfaction and business performance.
- Perform other duties as assigned by management
- Meet Quality Assurance, production requirements, and other key performance metrics
- Listen attentively to customer needs and concerns; demonstrate empathy
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

Working hours: 8:00 AM - 5:00 PM (Various Shifts Available)

Skills:
-- Proficiency in Microsoft Office (Word and Excel), minimum 1 year customer service / secretarial / telemarketing experience
-- Accurate data entry skills and the ability to type at least 35 keystrokes/minute, must be able to navigate and efficiently use customer relationship management (CRM) systems
-- Utilize standard technology such as a telephone, e-mail, and web browser
-- Great work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
-- Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone, when needed; excellent organizational, interpersonal, written, and verbal communication skills
-- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections; ability to perform comfortably in a fast-paced, deadline-oriented work environment
-- Ability to successfully execute many complex tasks simultaneously
-- Ability to work collectively and independently, as needed.

Education:
High School

Experience:
1-4 years

Qualifications:
- Ability to obtain appropriate clearance required
- Must be able to speak and read English clearly, professionally and fluently
-High school diploma or GED required
-At least 6 months of previous call center/phone experience required


Email your resume, Proof of education (if you have access to it) and a paystub or W2 from previous or current employer over to florence@spherion.com to be considered.
If you do not have proof of education or employment immediately you can still be considered for the position.

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