Job Description

Call Center Representative

JOB-10042976

Anticipated Start Date

December 23, 2024

Location

NY

Type of Employment

Contract Hire

Employer Info

Our client provides top-ranked care, dozens of inpatient and outpatient specialties, and mental health services with a team of highly trained and caring medical professionals who are compassionate, culturally competent and patient centered. Their vision is to be a fully integrated health system that enables New Yorkers to live their healthiest lives. Many of their roles are temp-to-hire, giving our client and our candidates the opportunity to ensure they are the right fit for a full-time position, as this comes with career advancement opportunities and excellent benefits. In fact, over 30% of our candidates have converted to full time positions at our client.

Job Summary

We are looking for individual to join our client’s team as a Call Center Representative. You will provide customer service through several channels of communication across the enterprise. The successful candidate will be able to exhibit collaboration, enhance team culture and demonstrate strong problem-solving skills.

Job Description

• Provide professional and quality customer service to employees through adherence to the department’s scripts, and in compliance with corporate policies and procedures
• Use Cisco-Finesse VoIP application to manage inbound and outbound calls in queue and to optimize employee experience
• Respond efficiently and accurately to callers explaining possible solutions and ensuring the employee feels supported
• Utilize knowledge base to resolve inquiries
• Guide callers through troubleshooting and navigation assistance with ESS, MSS and ERC webpages
• Complete payroll and timekeeping related forms
• Identify, prioritize and escalate complex issues and provide follow-up/closure
• Create and maintain Service Now tickets to ensure efficient handling and prompt response
• Participate in trainings and stay updated on applicable software, policies and procedures
• Maintain performance and quality standards based on established call center metrics
• Perform other related duties and special projects as assigned by the call center administrator
  

Skills Required

• 1+ years of related experience in a call center environment or satisfactory equivalent combination of education, training and experience
• Bilingual (facility specific)

Preferred:

• Ability to work in a fast -paced environment while keeping a high attention to detail
• Payroll and Timekeeping experience
• Ability to communicate professionally and effectively over the phone and in email
• Experience in planning, prioritizing, and organizing work effectively to produce measurable results
• Strong research, communication, and problem-solving skills
• Ability to deal with demanding customers and escalations
• Strong technology and computer skills
• Intermediate to advance skills in Microsoft Office applications including Word, Excel and Outlook

Education/Training/Certifications

• Required: Bachelor's Degree

Additional Requirements

• Shift Time: 8:00 AM - 4:30 PM

  Pay Rate

• $31.00 per hour

"We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law".

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