Remote Tier-1 Call Center Pro: Enrollment Support

Phoenix Data Corporation Inc; United States; On-site; USD 25,000 - 27,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

Cross-training opportunities

Permanent full-time employment

Job summary

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. This is a permanent full-time remote position supporting providers, agencies, therapists, parents/guardians of children in Early Intervention, and other stakeholders.

Role emphasizes one-call resolution, detailed research, and compliance across campaigns. Initial assignment includes Enrollment responsibilities and cross-training across campaigns.

Qualifications

• Minimum three (3) years of inbound contact center customer service experience within the last six (6) years.
• Experience handling telephone interactions through a call queue.
• Excellent documentation and organizational skills.
• Strong verbal and written communication skills.
• Ability to learn and accurately apply detailed program rules and procedures.

Responsibilities

• Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, settings, and available tools to research and troubleshoot customer concerns.
• Ask appropriate probing questions to identify the issue and determine the correct course of action.
• Work toward high one-call resolution while recognizing when escalation is appropriate.
• Maintain effective call control with empathy, professionalism, and active listening.
• Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.

Skills

Inbound calls handling

Customer service

Problem solving

Empathy

Communication

Education

High school diploma or GED

Tools

CRM platforms

Contact center software

Job description

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. This is a permanent full-time remote position supporting providers, agencies, therapists, parents/guardians of children in Early Intervention, and other stakeholders.

Role emphasizes one-call resolution, detailed research, and compliance across campaigns. Initial assignment includes Enrollment responsibilities and cross-training across campaigns.