Inbound Call Center Agent

Reqroute, Inc; Winston-Salem (NC); On-site; USD 18,752 - 26,708; Full time

Job summary

A customer service provider is seeking a CSR Agent to ensure high-quality inbound service for providers and members. This remote position requires a high school diploma and at least one year of customer service experience. Proficiency in Microsoft Office is essential, along with excellent communication skills. Successful candidates will have the opportunity to work in a dynamic environment with responsibilities centered on customer satisfaction and compliance with regulations.

Qualifications

• 1 year previous customer service experience, preferably in a call center.
• Ability to use dual monitors and multiple applications simultaneously.
• Excellent written and verbal communication skills.

Responsibilities

• Provide inbound services for providers and members.
• Ensure compliance with government and state regulations.
• Document all caller interactions according to Quality Assurance Guidelines.

Skills

Customer service experience

Proficiency in Microsoft Office Suite

Excellent communication skills

Time management

Education

High School Diploma (or GED)

Tools

Microsoft Word

Microsoft Excel

Job description

1 day ago Be among the first 25 applicants

This range is provided by Reqroute, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

$16.50/hr - $16.50/hr

Job Title: CSR Agent

Location: Winston-Salem, NC (Remote but Local only preferred)

Contract: 6+ months

Rate: $16.5/hr on W2

Job Description

This position requires individuals to perform the following duties and work as part of a team:

• Inbound Provider & Member services representative.
• With the goal of first call resolution, the CSR Agent will address the needs of inbound callers according to the established call flows and work processes as supplied by the client and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.
• CSR agent must know when to reach out to internal partners and when/how to internally refer issues ranging from claims, provider searches, location of resources, obtaining an interpreter, processing billing payments, referring enrollment issues and helping callers understand benefits.
• With a high level of accuracy and attention to detail, agents must have the ability to maintain professionalism while working within documentation guidelines, on proprietary software, utilizing dual screens and multiple applications. Agents are required to check two email accounts daily and stay up to date on call handling resources through continual document review and completion of mandated knowledge checks as assigned.
• Agents will live-document all caller interactions in accordance with Quality Assurance Guidelines and will maintain an average monthly rating as defined for the site.
• Agents will be in attendance for and will adhere to their slated schedule and will be either on a call, or readily waiting for a call in order to maintain minimum Production and Adherence standards.
• Exceptional attention to detail and willingness to learn, adapt and interact with individuals who may be angry, frustrated or calling in to complain while helping to ease the abrasion between the member and the plan.
• Ability to work overtime and/or a flexible schedule based on business, client and/or account needs.
• Will be scheduled within the hours of operation of the business. Hours of operation is from 8am to 6pm MST, seven (7) days a week.
• Other duties as assigned.

Qualifications

The ideal candidate will possess the following skills and experience:

• High School Diploma (or GED-) required
• 1 year previous customer service experience – Call Center Preferred
• Proficiency in Microsoft Office Suite – Word and Excel required
• Demonstrated experience in using dual monitors, multiple applications and phones simultaneously.
• Excellent written and verbal communication skills.
• Ability to meet deadlines and work under pressure.
• Excellent time management and organizational skills.
• Accurate keyboard skills and proven ability to enter data at a required speed.

Seniority level: Not Applicable

Employment type: Contract

Job function: Customer Service

Industries: Business Consulting and Services