Contact Center Specialist I

Kaiser Permanente; Renton (WA); On-site; USD 25,000 - 39,000; Full time

Job summary

KAISER in Renton, Washington, seeks a Contact Center Specialist I to support operations by gathering data, assisting customers and stakeholders, and contributing to service quality and performance tracking. The role emphasizes following procedures, learning from guidance, and applying basic labor and contract knowledge.

Preferred candidates will have a High School diploma or GED, or at least one year in a corporate office, and familiarity with Microsoft Office to analyze simple operational data

Qualifications

• High School Diploma or GED or equivalent
• Minimum one year experience in corporate or business office environment

Responsibilities

• Pursues effective relationships with others by sharing information with coworkers and members.
• Completes routine work assignments by following procedures and policies using data and resources with oversight.
• Supports contact center services by assisting customers with information and resources or directing them to the appropriate party.
• Enables contact center operations by leveraging knowledge of labor regulations, requirements, and contracts, and by gathering basic data for review.
• Contributes to development of contact center insights by gathering and inputting standard data and aiding in population of reports.

Education

High School Diploma or GED, or equivalent OR Minimum one (1) year experience in corporate or business office environment

Tools

Microsoft Office

Job description

Job Summary:

Contributes to the development of contact center operational insights by gathering and inputting standard operational data, analyzing contact center operational efficiency, and assisting in the preparation of operational reports and analytical outputs for team members. Contributes to contact center service quality and effectiveness by gathering information to support the investigation of service quality concerns, both from members and internal/external parties. Learns how to address performance issues and follow guidance to improve service quality. Supports contact center services by assisting customers (internal stakeholders, members, patients, providers, doctors) with information and resources, or guiding them to the appropriate party. Follows detailed instructions and well-defined procedures to track, elevate, and resolve routine issues, questions, and requests reported by a diverse range of customers. Enables contact center operations by utilizing basic knowledge of labor environment regulations, requirements, and contracts, as well as performance standards, measures, and goals. Gathers basic operational performance data and reports for review by her team members.

Essential Responsibilities:

• Pursues effective relationships with others by sharing information with coworkers and members. Listens to and addresses performance feedback. Pursues self-development; acknowledges strengths and weaknesses, and takes action. Adapts to and learns from change, challenges, and feedback. Responds to the needs of others to support a business outcome.

• Completes routine work assignments by following procedures and policies and using data, and resources with oversight and management. Collaborates with others to address business problems; escalates issues or risks as appropriate; communicates progress and information. Adheres to established priorities, deadlines, and expectations. Identifies and speaks up for improvement opportunities.

• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, using detailed instructions; and following well-defined procedures to track, elevate, and resolve routine issues, questions, requests reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with guidance.

• Enables contact center operations by: leveraging basic knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering basic operational performance data and reports for review by team members.

• Contributes to the development of contact center operational insights by: gathering and inputting standard operational data to support contact center operations analysis, using detailed instructions; learning about contact center operational efficiency; and assisting in the population of operational reports and other analytical outputs for presentation to team members.

Minimum Qualifications:

• High School Diploma or GED, or equivalent OR Minimum one (1) year experience working in a corporate or business office environment.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office

Preferred Qualifications:

• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

COMPANY: KAISER

TITLE: Contact Center Specialist I

LOCATION: Renton, Washington

REQNUMBER: 1445595

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.