Customer Experience Associate III
Conduent
Customer Service Representative I
Palco, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, Missouri, Ohio • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles.
- Respond to customer inquiries with timely and accurate information.
- Uses person-centered techniques in all participant interactions.
- Receives inquiries about Palco services, how to enroll on the program, and program guidelines and requirements.
- Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
- Assists individuals in completing paperwork or understanding Program requirements.
- Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
- Ensures privacy of our customers remains the utmost importance.
- Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
- Recognizes the need for additional services required by the caller.
- Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
- Conducts follow-up phone calls for quality and satisfaction.
- Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
- Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
- Requires additional duties as assigned.
- Reports directly to the Customer Service Supervisor.
- Adhere to all remote work policies and procedures.
Requirements
- Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance.
- Can include a combination of high school graduate or equivalent and:
- One year of experience performing customer support activities, preferably in a call center.
- Working knowledge of contact with the public and telephone; modern office procedures and methods.
- Good verbal and written communication skills.
- Ability to electronically document records to a web-based chart.
- Intermediate skills with Microsoft Office, email and internet.
- Good problem-solving and listening skills.
- Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
- Skill in the operation of a variety of office equipment, including computers and networks.
- CRM experience and/or Medicaid experience a plus.
- Bilingual skills a plus.
Benefits
- Generous Paid time off.
- Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow.
- Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcall center experienceelectronic documentationMicrosoft OfficeCRMMedicaid experienceproblem-solvinglistening skillsoffice equipment operationweb-based charting
Soft skills
effective communicationperson-centered techniquescustomer satisfactionhandling difficult situationscalm under stressinterpersonal skillsteam participationadaptabilityattention to detailempathy
