CSR II Phones ($18.50/hr + $1/pay for performance, Remote)

SaviLinx; Lawrence (MA); Remote; USD 21,000 - 30,000; Full time

Job summary

SaviLinx LLC is seeking a Customer Service Representative II (Phones) for a remote role. The position supports a contract in a contact center with high privacy and precision requirements.

Expect to handle calls, emails, and chats while maintaining SLA and quality standards. The candidate should have 2+ years in college and/or contact center experience, strong communication skills, and the ability to work independently.

Qualifications

• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required.
• 18 years of age or older.
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.
• College degree preferred.

Responsibilities

• Coordinates claims electronically and via telephone.
• Handles eligibility inquiries and all lines of business.
• Meets established goals for call center metrics in SLA goals and Quality.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Documents all customer information, communications in CRM system.
• Maintains a working knowledge of our clients' requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

Skills

Time management

Independent work

Organizational skills

Written & verbal communication

Multitasking across screens

Empathetic customer service

Education

2+ years college preferred

2+ years contact center experience preferred

High school diploma or equivalent

College degree preferred

Tools

CRM software

Job description

JOB TITLE: Customer Service Representative II Phones ($18.50/hr + $1/pay for performance, remote)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

• Make every interaction Count
• Act with Respect and Integrity
• Demonstrate Passion for Continuous Improvement
• Be Worth of Trust from all Stakeholders

OVERVIEW:

The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position.

ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Coordinates claims electronically and via telephone.
• Handles eligibility inquiries and all lines of business.
• Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Meets demands for privacy, confidentiality, precision.
• Documents all customer information, communications in Customer Relationship Management (CRM) system.
• Maintains a working knowledge of our clients' requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

SUPERVISORY RESPONSIBILITY:

This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS:

This position requires full, flexible availability, although will generally be M-F 8-5.

QUALIFICATIONS:

• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required.
• 18 years of age or older
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.
• College degree preferred.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER:

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.