QTC Management, Inc.

Customer Call Center Representative II

QTC Management, Inc.

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $20 - $22 per hour

Job Level

Junior

About the role

  • Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible
  • Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
  • Schedule appointments for examinees including initial, follow-up, and rescheduled appointments
  • Clarify customer inquiries through active listening in order to research, locate, and provide information to the appropriate entities
  • Maintain ownership of calls, including outreach or follow-ups with escalation team or department leadership
  • Accurately document all call information in case management system according to standard operating procedures
  • Efficiently utilizes tools and available resources such as: eProcess, Compass/APAS, One Notes, PRM and other tools as necessary
  • Demonstrate compassion and professionalism when addressing complex inquiries and/or irate callers
  • Recommend process improvement ideas for systems and processes to improve organizational efficiency

Requirements

  • High School diploma, or equivalent (GED)
  • Level 2: 1+ years of call center/scheduling experience
  • Level 3: 3+ years of call center/scheduling experience
  • Ability to work various shifts and hours to cover multiple times zones (including holidays)
  • The ability to work as a team member as well as an individual contributor
  • Ability to follow standardized process workflow on a daily basis
  • Previous healthcare call center experience preferred
  • Ability to interact with all levels of staff
  • Ability to effectively manage competing priorities in a fast-paced environment
  • Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software and case management software) with an ability to learn new software quickly
  • Excellent data entry and typing skills
Benefits
  • competitive compensation
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data entrytypingcall center experiencescheduling experiencecase managementprocess improvementstandardized process workflowcustomer service
Soft Skills
active listeningcompassionprofessionalismteamworkindividual contributortime managementability to manage competing priorities
Certifications
High School diplomaGED