About Our Company
We are a dynamic and innovative organization dedicated to delivering exceptional customer experiences and providing top-notch services to our clients. Our team is passionate about making a positive impact in the lives of our customers, and we're looking for like-minded individuals to join our ranks. As a Remote Call Center Representative, you'll play a vital role in driving our success and helping us achieve our mission.
About the Role
We're seeking an experienced and skilled Remote Call Center Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional service to our clients, resolving issues, and ensuring that our customers have a positive experience with our organization. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a better work-life balance.
Key Responsibilities
- Answer all inbound calls with professionalism and customer service framework communication.
- Follow up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed.
- Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls).
- Responsiveness to voicemails throughout shift and overnight call center messages.
- Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.
- Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors.
- Document and complete Call Center Form for data call log.
- Fulfill surveys/reports issued by Call Center Supervisor as needed.
- Complete Call Center task assignments provided by management team.
- Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.
- Maintain confidentiality and always comply to HIPAA regulations.
- Assist with intake calls for case management as needed for coverage and staff call outs.
- Provide support to the clinical team and chart maintenance as needed.
- Perform other duties and tasks as assigned by Senior Clerical Team.
Requirements
To be successful in this role, you'll need to possess the following qualifications and skills:
- Language Skills: Must be Fully Bilingual in English and Spanish.
- Education: High School Diploma or equivalent is required.
- Experience: Must have 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health office.
- Technical Skills: Must be proficient in MS Office (Outlook, Word, and Excel) and have the ability to learn new software.
- Soft Skills: Possesses the personality and demeanor to work with difficult clients, detail-oriented, and able to multi-task.
- Teamwork: Must be a team player and thrive under pressure in an outpatient client environment.
- Identification: Must provide 1 form of picture ID (non-expired) and either an unexpired passport, driver's license, and social security card, or a state ID card and social security card.
Benefits
We offer a comprehensive benefits package to support your career growth and well-being. Some of the benefits include:
- We Pay Down Your Student Loans!
- Productivity Bonus
- Medical, Dental, and Vision Insurance is Paid for by NYPCC
- 100% Paid Time Off and Company Paid Holidays
- Annual Rate Increases
- 403B Retirement Plan with Match!
- Continuing Education Opportunities Available
- Professional Development through NYPCC Academy
- Amazing Workplace Culture
Career Growth Opportunities
We're committed to helping you grow and develop your skills and career. As a Remote Call Center Representative, you'll have access to ongoing training and development opportunities, including:
- Regular performance feedback and coaching
- Opportunities for advancement and career growth
- Professional development through our NYPCC Academy
- Continuing education opportunities to enhance your skills and knowledge
Work Environment and Company Culture
We're proud of our positive and supportive work environment, which is built on a foundation of respect, empathy, and open communication. As a Remote Call Center Representative, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career with our organization!
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