Member Care Call Center Specialist

GA Foods; Saint Petersburg (FL); Sur place; USD 22 000 - 28 000; Plein temps

Avantages offerts par ce poste

Bilingual differential

Résumé du poste

GA Foods is seeking experienced Call Center Representatives to join our Customer Care team in St. Pete, FL. The role focuses on courteous, accurate processing of member orders and delivering a positive member experience.

Responsibilities include handling inbound calls, guiding members through meal orders, educating on benefits, and ensuring secure data handling. Outbound outreach, documentation, and collaboration with Delivery Care Agents are essential aspects of the role.

Qualifications

• Prior customer service or call center experience required.
• Strong customer service orientation and focus.
• Strong and accurate data-entry skills.
• Good verbal and written communication skills.
• Ability to organize and manage multiple priorities.
• Ability to work effectively in a fast-paced, metrics-driven environment.
• Strong attention to detail and dependability.
• Ability to communicate professionally and empathetically with members, caregivers, clients, and internal teams.
• Ability to maintain confidentiality and appropriately handle sensitive member information.
• Bilingual preferred, with a $0.50 per hour differential paid.

Responsabilités

• Process inbound calls from members, caregivers, agencies, Case Managers, and other authorized contacts.
• Assist members with placing, reviewing, updating, or resolving questions related to meal orders and deliveries.
• Educate members on their meal benefits, available meal options, delivery expectations, and applicable program requirements.
• Research and resolve member questions or concerns related to orders, deliveries, account information, and service.
• Serve as a liaison between members, agencies, Case Managers, and the company's Delivery Care Agents to address order and delivery needs.
• Process member orders and account updates accurately in the company ERP and other supporting systems.
• Identify and elevate concerns that may affect a member's delivery, eligibility, order, or overall service experience.
• Conduct outbound calls to recently discharged and other eligible members to confirm eligibility, review program benefits, and assist with initiating meal services.
• Make timely follow-up attempts on assigned referrals to maximize member contact and program participation.
• Educate members on their meal benefit, delivery expectations, available meal options, and applicable program requirements.
• Assist members with initiating meal services and process member meal orders accurately in the company ERP and supporting systems.
• Maintain complete and accurate documentation of outreach attempts, member interactions, order details, and account updates.
• Identify and elevate concerns that may affect a member's delivery, eligibility, order, or overall service experience.
• Provide professional, compassionate, empathetic, and solution-focused service during every member interaction.
• Process inbound or outbound customer calls and member orders based on assigned responsibilities.
• Maintain complete and accurate documentation of member interactions, outreach attempts, orders, and account updates.
• Understand and strive to meet or exceed established productivity, quality, accuracy, and customer service metrics.
• Drive member and customer satisfaction through voice, chat, and/or email communications.
• Perform accurate data entry of customer and member orders into the company ERP and other programs.
• Work collaboratively with Delivery Care Agents and other internal teams to resolve member needs and service issues.
• Protect member information and comply with all applicable HIPAA, privacy, security, compliance, and company policies and procedures.
• Maintain confidentiality and appropriately verify member or authorized-party information before discussing protected information.
• Perform other duties as assigned based on business needs.

Connaissances

Customer service

Data entry

Verbal communication

Multitasking

Empathy

Outils

Microsoft Office

Description du poste

GA Foods is seeking experienced Call Center Representatives to join our Customer Care team in St. Pete, FL. The role focuses on courteous, accurate processing of member orders and delivering a positive member experience.

Responsibilities include handling inbound calls, guiding members through meal orders, educating on benefits, and ensuring secure data handling. Outbound outreach, documentation, and collaboration with Delivery Care Agents are essential aspects of the role.