Posted: 05/31/2022

Schedule:

  • Training: M-F 7-4 or 8-5 Monday-Thursday onsite, Friday work-from-home
  • Operating Hours: M-F 7-4, 8-5, 9-6 for a 40 hour work week, with 8 hour shifts. One day a week onsite, four days a week work-from-home
Starting Pay: 14.50/hr

Required Skills:
  • Superior communication skills both written and verbal
  • Experience in customer facing role either remote or face to face
  • Understands internal processes and tools
  • Computer proficiency
  • Problem solving skills
  • Accuracy in data entry
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role
  • Familiarity with computer technology
  • Time management skills
  • Oversee compliance with operating procedures and standards
  • Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
  • Understands internal processes and tools

Responsibilities:
  • Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
  • Monitor the service event through completion for compliance.
  • Manage the service requests of customers through different access channels.
  • Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
  • Participates in projects for process or quality improvements.
  • Works with escalated customers and recommends actions in post incident reviews.
  • Manages multiple tasks or cases simultaneously with minimal supervision.