Engagement Specialist II - Customer Service (PART-TIME)

Engaging Solutions, LLC; Indianapolis (IN); Remote; USD 21,000 - 30,000; Part time

Job summary

Engaging Solutions, LLC is seeking an Engagement Specialist – Customer Service for a remote, part-time role based in Indiana. The position averages 20 hours per week and requires strong communication and problem-solving skills to handle inbound/outbound customer interactions.

The candidate should have 3-4 years of strong customer service experience, preferably in a contact center, and proficiency in MS Word, spreadsheets, and internet navigation. A flexible schedule is desirable.

Qualifications

• High school education or equivalent required.
• 3-4 years of strong customer service experience, preferably in a contact center.
• Working knowledge of computer operations and MS Word, spreadsheets, and internet navigation.
• Typing skills 35-40 wpm preferred.
• Ability to work with multiple screens and adapt to a flexible schedule.

Responsibilities

• Handle inbound and outbound customer interactions.
• Promote the company positively and provide prompt, accurate customer service.
• Use reference materials and own issue ownership to drive resolutions.
• Document all customer interactions per SOP.
• Provide prompt and accurate customer service to customers.
• Identify and route priority issues to appropriate resources.
• Meet department KPI goals.
• Participate in quality improvement initiatives.
• Train junior engagement specialists.
• Manage multiple client projects.

Skills

Computer operations

Interpersonal skills

Verbal and written communication

Diversity communication

Problem solving

MS Word

Spreadsheets

Internet navigation

Typing 35-40 wpm

Multi-screen

Flexible schedule

Multi-tasking

Medicaid knowledge (preferred)

Sales experience (preferred)

Education

High school education or equivalent

Job description

Description

This is a part-time role averaging 20 hours per week, therefor ineligible for benefits. This position is remote, but the employee must reside in Indiana.

Position Purpose:

The purpose of the 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.

Competencies/Duties:

• 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.
• Identify, upscale, and route priority issues to appropriate resource(s).
• Meet department expectations and key performance indicator goals.
• Participate in continuous quality improvement initiatives.
• Train junior engagement specialists.
• Manage multiple client projects.

Requirements

Position Requirements/Abilities:

• Working knowledge of computer operations
• Strong interpersonal skills
• Effective verbal and written communication skills
• Ability to communicate effectively with people from diverse population
• Ability to problem solve and adapt to changing environment
• 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 use multi-screen
• Ability to work a flexible schedule
• Ability to multi-task
• Medicaid managed care of insurance industry, preferred
• Managing customer concerns and sales experience, preferred

Education, Work Experience, Licensure:

• High school education or equivalent
• 3-4 years of strong customer service experience preferably in a contact center environment

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Contacts:

• Engaging Solutions employees
• Internal/External Clients

Environment/Physical Demands:

• Must be able to speak, hear, see, read, write, type, dial, reach, and bend
• This position is full time, minimum of forty hours per week
• A combination of day, evening, and weekend hours are required