Job description
This contract supports the Reserve Health Readiness Program which provides Post-deployment Health Reassessment (PDHRA), Periodic Health Assessment (PHA), and Individual Medical Readiness (IMR) services to active duty members in selected Service branches who are geographically remote from military medical facilities.
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.
SHIFT - OVERNIGHT SHIFTS, must also be open to weekends as needed
ESSENTIAL JOB FUNCTIONS:
- Provide oversight to Customer Contact Center personnel with latitude, creativity, and resourcefulness. Provide guidance and direction to respond to issues, questions and concerns and accomplish goals and meet client needs
- Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues, and fulfilling customer requests
- Triage's customer needs to include verification of demographics and appointment inquires
- 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
- Accurately documents all call information in telephony system according to standard operating procedures
- Provides additional coverage on phone systems during shift hours
- Any other duties as assigned
KEY COMPETENCIES
- Ability to prioritize customer follow up calls when necessary
- Excellent communication skills both written and verbal
- Adaptable with the ability to follow standardized process workflow on a daily basis
- Provide exceptional customer service to both internal and external customers
- Strong knowledge of administrative processes
- Demonstrated ability to work as a team member as well as an individual contributor
- Ability to interact with all levels of staff
- Ability to effectively manage competing priorities in a fast-paced environment
- Superior interpersonal and problem-solving skills
- Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
- Proficient with MS Office software including Outlook, Word, Excel
- Excellent data entry and typing skills
- Ability to work various shifts and hours to cover multiple times zones
JOB SPECIFICATIONS:
Required Knowledge, Skills, and Abilities:
-
Excellent customer service skills
-
Ability to navigate a computer and use multiple monitors
-
Ability to utilize email and chat functionalities
-
Strong interpersonal, written and verbal skills
-
Excellent telephone etiquette and friendly demeanor
-
Detail oriented
-
Proficient in Microsoft Office Suite
-
Amiable personality with team player attitude
-
Ability to effectively handle challenging or difficult callers
Minimum Education/Training Requirements: High School Diploma or higher
Minimum Experience: Minimum of 5 Years Call center or scheduling experience; preferably in a medical office/ call center. Prior supervisory experience is highly preferred. Experience leading a team in a call center is also highly preferred
Physical Capabilities: Sitting for long periods of time in a cubicle. Some standing, walking and traveling to off sites; some carrying of computer equipment.
Mental
Demands:
-
Concentration/Attentiveness
-
High Level of Decision Making
-
Respond to unpredictability
-
High Level of Record Keeping
-
Independent Judgment and Discretion
-
Organization and Prioritization
-
Manage Multiple Projects/Tasks
-
Reading, Comprehension, and ability to Follow Instructions/Work Orders
-
Relate to Others
Required Licenses, Certification or Registration: Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Supervisory Responsibilities/Controls: Responsible for time sheets, evaluations, monitoring, reporting, ensures direct reports are trained in their functions and other supervisory responsibilities as necessary.
Work Environment: Remote
colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.