Customer Support

• Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution.
• Demonstrates effective communication and documentation in Palco software to support program enrollment and guidelines.
• Responds to 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.

Customer Service Representative - Bilingual

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