Remote Call Center - California

Company: Apex Systems
Location: Irvine
Posted on: June 25, 2022

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