Call Center Representative Jobs

Description

All the benefits and perks you need for you and your family:

• Student Loan Repayment Program
• Mental Health Resources and Support
• Benefits from Day One
• Career Development
• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)
• Pet Insurance*
• Paid Days Off from Day One
• Whole Person Wellbeing Resources

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time

Shift: Day

Location: Virtual

The role you’ll contribute:

The frontline Representative is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods within the centralized Consumer Experience Center (CxC). Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of AdventHealth consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The frontline Representative reports to the department Supervisor and maintains a working knowledge of AdventHealth service offerings, service workflows, and contact center technologies necessary to perform all job functions.

The value you’ll bring to the team:

• Maintain knowledge of CxC and AdventHealth offerings to provide exceptional services
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)
• Adhere to all established workflows, scripting, and department greetings
• Demonstrates empowerment to successfully resolve customer inquiries
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, CxC colleagues, and leaders
• Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution.
• Adhere to department policies and procedures and HIPAA regulations• Perform other duties as assigned by department leaders
• Create delightful customer experience by setting proper expectations and consistently following through with end- users
• Maintain competence and use critical thinking skills to promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrate through behavior AdventHealth's mission, vision, values and service standards as outlined in the organization's Whole Care Experience training

Qualifications

The expertise and experiences you’ll need to succeed:

• High School Grad or Equiv and 1+ years’ experience

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.