Call Center Representative - Tucker, GA - Hybrid

Gainwell Technologies; Tucker (GA); Hybrid; USD 29,100 - 41,600; Full time

Benefits offered by this job

Health benefits (medical, dental, and vision)

401(k) with company match

Flexible vacation policy

Career growth opportunities

Company-provided computer

Job summary

Gainwell Technologies in Tucker, GA is looking for a Call Center Representative to assist clients with inquiries and enhance service delivery. This hybrid role requires at least 2 days per week on-site work, where you will solve client problems and ensure adherence to service levels.

The ideal candidate will have a high school diploma, a minimum of 2 years of customer service experience, and strong problem-solving skills. Benefits include health coverage starting Day 1 and a 401(k) with company match.

Qualifications

• 2 or more years of customer service experience in any industry.
• Knowledge of basic help desk software and computer software.
• Strong customer service skills with professionalism.

Responsibilities

• Provide responses to client questions and elevate complex cases.
• Solve client problems and follow up on inquiries.
• Adhere to client SLAs and meet production targets.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Microsoft Office

Help Desk Software

Education

High School Diploma or G.E.D.

Job description

Call Center Representative - Tucker, GA - Hybrid

Location: Tucker, GA, US 30084-7060

Summary

As a Call Center Representative - Tucker, GA - Hybrid at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

What we're looking for

• High school diploma or G.E.D.
• 2 or more years of customer service experience in any industry
• Knowledge of basic help desk software, computer software and Microsoft Office applications
• Strong problem-solving skills to bring inquiries to effective resolution
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries

What you should expect in this role

• Work Environment: This is a hybrid role. You may be required to work at least 2 days per week on-site, but could increase based on business needs.
• Training: Approximately 2 weeks on-site.
• Harver Assessment Requirement: As part of our interview process, all candidates are required to complete the Harver Assessment. This evaluation measures key competencies essential to the role, including communication, multitasking, and problem-solving skills.
• Video Requirements: Video cameras must be on during all interviews and throughout the first week of orientation.
• Internet Requirements for Telework/Hybrid Roles: To work effectively in a telework or hybrid position with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for the best performance. To test your internet speed:
  • Go to Google.
  • Search for Internet Speed Test or click here.

Pay range: $29,100 - $41,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Employee Benefits & Perks:

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Employees can take advantage of the flexible vacation policy after 90 days of employment. Any exceptions require manager approval before the employee's start date at Gainwell.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.