Customer Care Specialist Jobs

Position Summary

The Customer Care Specialist provides outstanding service to our customers by answering questions, handling complaints and effectively solving customers’ issues. Customer Care Specialist may handle inbound or outbound calls or both, and should be able to create positive experience for each caller.

ACA/NY is a 501(c)(3) not for profit organization that has been designated as a Care Coordination Organization/Health Home (CCO/HH) by New York State. ACA/NY is dedicated to meeting the needs of people with Intellectual and Developmental Disabilities by providing comprehensive care management and coordination of service. ACA/NY supports 25,000+ people in its program with support services spanning New York City, Long Island, and the Lower Hudson Valley.

Duties and Responsibilities

• Identify customers’ needs, clarify information, research every issue and provide solutions or alternatives.
• Adhering to all company’s policies and procedures.
• Assist with completion of telephonic outreach and administrative/data entry tasks on behalf of various departments within ACANY including (but not limited to): Enrollment, Benefits Access, Care Management, IT and Human Resources.
• Keep records of all conversation in call center database in appropriate format.
• Redirect customers to appropriate departments and teams when necessary.
• Manage large amount of inbound and outbound calls in a timely manner.

• Customer focus and adaptability to different personality types.
• Strong phone and verbal communication skills along with active listening.
• Ability to multi-task, set priorities and solve issues effectively.
• A minimum of a High School Diploma or GED.
• Demonstrate professionalism, respect and ability to work in a team.
• Experience working with people and families of people with I/DD preferred but not required.
• Spanish/English bilingual preferred.
• Previous experience in a customer support role.

Work Environment

This job operates in a remote and office environment, at an approximate ratio of 90% remote work (home, field, non-ACA/NY office settings) and 10% in-office.

This role consistently uses standard office equipment such as computers and phones in remote and office-based settings. This role also intermittently uses standard office equipment such as photocopiers, filing cabinets and fax machines in office-based settings. If such equipment is not available within remote locations, office visits will be necessary to support with these functions.

The noise level in the work environment is usually moderate. Travel to off-site locations required; therefore, the incumbent must be comfortable driving or using various forms of public transportation to reach destinations.

Physical Requirements

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, and crouch. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

AAP/EEOC

ACANY provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organization complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and all other legally protected classifications.