Customer Call Center Representative Iii (Tc)

Job Summary:

Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.

Essential Duties and Responsibilities:

• Any other duties as assigned
• Accurately documents all call information in case management system according to standard operating procedures
• Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
• Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
• Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
• Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
• Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology

Competencies:

• Ability to work various shifts and hours to cover multiple times zones
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
• Ability to interact with all levels of staff
• Ability to prioritize customer follow up calls when necessary
• Strong knowledge of administrative processes
• Ability to effectively manage competing priorities in a fast paced environment
• Excellent data entry and typing skills
• Adaptable with the ability to follow standardized process workflow on a daily basis
• Provide exceptional customer service to both internal and external customers
• Demonstrated ability to work as a team member as well as an individual contributor

Education and/or Experience: (includes certificate & licenses)

• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Experience

Required

• 3 - 5 years: Call center or scheduling experience preferably in a medical office

Preferred

• Previous medical office/call center experience is preferred

Education

Required

• High School Diploma or better
• GED or better

Skills

Preferred

• Problem Solving
• Excel
• Written Communication
• Word
• Executing Multiple Tasks
• Medical Terminology
• Multi-line phone
• Customer Service
• Organization
• Verbal Communication
• MS Office

Behaviors

Preferred

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Goal Completion: Inspired to perform well by the completion of tasks
• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)