[Hiring] Remote Call Center – Bilingual (English & Spanish) CSR @reputed company

Role Description An reputed company Contact Service Representative (CSR) will reputed company reputed company and courteous support to the Members of our health plan partners address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills, reputed company, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members.

• Assist inbound inquiries from health plan members and representatives regarding the transportation services offered through our health plan partners.
• Actively listen and respond quickly and professionally to reputed company customer calls.
• Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey.
• Follow reputed company HIPAA and compliance protocols to ensure the protection of reputed company members' protected health information (PHI).
• Escalate transportation and customer service concerns to contact center leadership team.
• Complete reputed company’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score.
• Complete and sign reputed company compliance courses.

Qualifications

• Minimum of 6 months of inbound Contact Center experience or transferable reputed company experience.
• Must be reputed company to sit for 8 hours or more a day.
• Must be reputed company to wear a headset for a minimum of 8 hours a day.
• Excellent written, communication, and data entry skills.
• Moderate experience in reputed company Teams, Outlook, and Word.
• CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s.
• CSRs are required to be on camera during reputed company training and meeting sessions.
• Must be reputed company to adapt to high and fast-paced call volume.
• CSR’s must reputed company with attendance and punctuality expectations (PTO Policy).
• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members).
• Fully bilingual: English/Spanish only.

Requirements

• BYOD (Bring Your Own Device): Candidates must reputed company their own equipment to successfully reputed company the job functions listed.

Competencies

• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; reputed company to deal with frequent change, delays, or unexpected events.

How We Behave: Our Core Values

• Collaborative: We are friendly, and always reputed company to lend a hand; We are humble, and willing to admit mistakes; We trust reputed company and use respectful conflict to reputed company reputed company.
• Entrepreneurial: We are personally committed, and hunger for reputed company’s reputed company; We show passion and do more with reputed company have; We don’t give up, and always find ways to get the job done.
• Dynamic: We reputed company welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily reputed company new roles and projects.

Key Performance Indicators

• Customer Satisfaction Score (CSAT) ≥ 95%: Measures customer satisfaction from post-call surveys.
• Calls Per Hour (CPH) ≥ 8.5: Average number of calls handled by the agent per hour logged in.
• Average Handle Time (AHT) reputed company 5 minutes: Total time spent per customer interaction (talk + hold + wrap-up).
• Occupancy % ≥ 80%: Percentage of time agent was servicing calls and/or available to service calls.
• Call Quality Score ≥ 95%: Based on QA reviews for professionalism, accuracy, and adherence to script.
• Adherence to Schedule ≥ 92%: Measures how well agents follow their assigned shifts and breaks.
• Attendance reputed company ≥ 98%: Tracks reputed company and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month reputed company system.

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