CDS

Compensation

Full Description

Role and Responsibilities ESSENTIAL FUNCTIONS – Answer incoming calls from client customers to schedule/cancel/confirm appointments, answer program questions, address complaints and escalate calls to management as necessary. Answers incoming calls professionally and responds to customer inquiries. Provide client customers with specific program information. Researches program information using available resources. Schedules, confirms and/or cancels appoints as requested. Make appointment reminder call backs, reschedules and/or cancellations as required Identify and escalate priority issues for resolution. Update and maintain records as required. Perform other duties as assigned. Position Qualifications • Proficient operation of computer and internet. • Good command of business English/Spanish including: spelling, grammar and punctuation. • Ability to maintain attention to detail and accuracy while meeting service expectations. • Ability to provide services based upon prescribed policies and procedures. • Ability to deal effectively with customers who may be disabled, hostile or confrontational. • Ability to establish and maintain effective working relationships with staff and co-workers. • Ability to contribute to the accomplishment of team/workplace goals, objectives and activities. • Ability to work without close supervision while staying seated and focused for extended periods of time. • Approaches customer service with a can-do attitude and helpful demeanor. • Ability to remain calm and patient; not easily flustered. Position Requirements · Must have: o High School/Diploma or GED required. o Enthusiasm for delivering exceptional customer service. o Ability to follow directions and procedures. o Ability to embrace change and remain flexible. o Self-motivated to succeed in the role. o Ability to work scheduled shifts as assigned. · Nice to have: o One year full-time experience taking in-bound customer service calls in a call center environment.