Care Engagement Specialist I - Customer Service

Engaging Solutions, LLC; Indiana; Presencial; USD 25.000 - 29.000; Jornada completa

Descripción de la vacante

Engaging Solutions, LLC is seeking a Care Engagement Specialist – Customer Service to manage inbound and outbound customer interactions within a contact center. You will promote the company, provide prompt service, and document interactions according to SOPs while aiming to meet KPI goals.

The role requires 1-2 years of customer service experience in a contact center setting and a willingness to work a flexible schedule including days, evenings, and weekends.

Formación

• 1-2 years of strong customer service experience, preferably in a contact center environment.
• Ability to use reference materials to resolve issues quickly.
• Adaptable to a flexible schedule (days/evenings/weekends).

Responsabilidades

• Handle inbound and outbound customer interactions.
• Promote the company positively and provide prompt, accurate service.
• Document all interactions per SOPs and track resolutions.
• Meet department KPIs and contribute to quality improvement.
• Navigate multiple systems to manage complex customer workflows.
• Maintain strong Microsoft Word and Excel skills for data entry.

Conocimientos

Customer service

Communication

Typing 35-40 wpm

MS Word/Excel

Descripción del empleo

Founded in 2005, Engaging Solutions is a management consulting. Our select team of experts delivers high-impact results across Contact Center Operations, Planning & Community Development, Health Equity, Health Outreach, and Business Intelligence & Data Analytics. Our cross-sector expertise helps us understand client needs and build strong partnerships. We serve government agencies, nonprofits, and corporations nationwide.

Our mission is to provide tailored business solutions that improve quality of life in the communities we serve. We live our core values - People, Impact, Community, Equity, and Integrity. We are small enough to be flexible, large enough to deliver excellence, and agile enough to adapt to any organization’s needs.

The purpose of the Care 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.

• 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.
• Meet department expectations and key performance indicator goals.
• Participate in continuous quality improvement initiatives.
• Conduct strategies to increase customer adherence and reduce barriers.
• Manage complex customer service workflows using multiple system navigation.
• Working knowledge of computer operations
• Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
• Typing skills of 35-40 wpm, preferred
• Ability to work a flexible schedule
• Medicaid managed care of insurance industry, preferred
• Managing customer concerns and sales experience, preferred

Education, Work Experience, Licensure:

• ~ 1-2 years of strong customer service experience preferably in a contact center environment

This position is full time, minimum of forty hours per week

A combination of day, evening, and weekend hours are required