Remote Call Center - California
Company: Apex Systems
Location: Irvine
Posted on: June 25, 2022
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Job Description:
Call Center Representative (REMOTE work option)To prepare you
for this endeavor, Apex Systems and our client will offer paid,
comprehensive training that will provide you the tools and
resources to assist our caller(s) with the highest level of
service, support and professionalism. This position allows you to
work from home unless you experience issues while working remotely.
You will be required to work on-site from a call-center environment
if technical or performance issues arise. While working remotely,
you will periodically be required to visit the office to attend
meetings etc.Responsibilities include (but not limited to): -
Member and Provider Agents are responsible for responding to
general to moderately complex telephone calls and troubleshooting
and responding to customer issues. - Answers telephone calls using
an automated system and responds to general to moderately complex
questions and/or forwards calls to appropriate personnel. -
Researches member or provider calls/inquiries and responds to
appropriate parties in accordance with Service Level Agreements
(SLAs). - Records calls in a Customer Relationship Management (CRM)
ticketing solution, resolves customer requests/inquiries and
updates CRM history with results of inquiry (which includes proper
documentation). - Interfaces with team personnel, management, and
customers in reference to customer service issues. - Conducts
outbound calls to customers in response to customer direction or
other business needs. - Responding to numerous phone inquiries
daily - Using standard call-center technology: telephones, e-mail
and web browsers - Assisting callers in finishing online
applications - Filling out timesheets - Adhering to privacy rules
set forth by the programs we service - Adhere to provided schedule.
- Connecting callers with leadership as needed - Maintaining
up-to-date knowledge of regulations and policies as they apply to
the various programs we service - Reporting problems through an
easy online system - Responding to telephone inquiries within set
time parameters - Completing all assigned training as necessary
Education and Qualifications: - High School diploma or equivalent
required - Minimum 1 year customer service experience required -
Experience working with organizational functions and personnel -
Experience working with computer software, customer relationship
management tools and telephone technology - Experience working with
and skilled in the use of help desk software - Business and
analytical problem-solving skills - Communication skills, both
written and oral - Demonstrated customer service skills - Ability
to work remotely, upon request - Ability to work independently -
Residence must be within commuting distance of West Sacramento
areaPhysical Requirements and Work Environment - All employees are
required to wear a mask when they are in community with other
employees (as recommended by CDC guidelines) - Prolonged sitting
throughout the workday with occasional mobility required. -
Corrected vision within the normal range. - Hearing within normal
range. A device to enhance hearing may be provided if needed. -
Must possess sufficient manual dexterity to skillfully operate an
on-line computer terminal and other standard office equipment,
including a financial calculator, personal computer, and telephone.
- Occasional movements throughout the department daily to interact
with staff, accomplish tasks, etc.
Keywords: Apex Systems, Irvine , Remote Call Center - California, Other , Irvine, California
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