Senior Contact Center Specialist (Remote)

The Standard; Portland (OR); Remote; USD 30,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Annual incentive bonus

Paid time off and holidays

Job summary

The Standard seeks a dedicated Contact Center Representative to provide personalized, accurate support to members by answering inquiries and resolving a wide range of service needs. You will clearly explain product offerings, policies, and procedures to advance member understanding and satisfaction.

Responsibilities include researching member information, resolving transactions within guidelines, and collaborating across teams to meet performance metrics.

Qualifications

• 2+ years of Contact Center experience in a high-volume or complex environment.
• Broad experience as a skilled specialist with ability to contribute to process development.
• Strong judgment and initiative to manage complex assignments and recommend solutions.
• Ability to define and improve procedures for project/workflow execution.
• Works independently with minimal supervision and can coordinate with teams.

Responsibilities

• Respond to inquiries with personalized service and accurate product information.
• Research, analyze, and resolve member transactions including eligibility and approvals.
• Monitor, track, and follow up on assigned work; prepare correspondence and outbound calls.
• Apply problem-solving and de-escalation techniques to address complex issues.
• Use performance metrics and feedback to improve service quality and support initiatives.

Skills

Contact Center experience

Process improvement

De-escalation skills

Team coordination

Independent work

Leadership / coordination

Education

High School Diploma

Tools

Genelco

AWD

Access360

CSR

MyAccess

Job description

The Standard seeks a dedicated Contact Center Representative to provide personalized, accurate support to members by answering inquiries and resolving a wide range of service needs. You will clearly explain product offerings, policies, and procedures to advance member understanding and satisfaction.

Responsibilities include researching member information, resolving transactions within guidelines, and collaborating across teams to meet performance metrics.