Call Center Representative

• Coordinate and implement projects related to contact center operations, including technology, equipment, onboarding & training, among others, as assigned.
• Work with Helpline Management to coordinate Helpline staffing schedules to ensure continuous 24-hour staffing coverage.
• Serve as liaison between SIS and other project and organizational teams, to ensure appropriate representation and facilitate team integration.
• Supervise up to six SIS.
• Participate in on-call rotation.
• Troubleshoot technical contact center issues, and serve as liaison to IT support.
• Assist with coordination and implementation of onboarding and professional development activities.
• Assess the needs of Helpline users by telephone, online chat, and SMS texting.
• Provide appropriate information and referrals to substance use, problem gambling, and/or related services.
• Engage and motivate Helpline users to follow through on referrals by using active listening and motivational interviewing techniques.
• Obtain feedback on interactions with Helpline users.
• Gather and record data from Helpline users in Helpline database.
• Verify Helpline users’ insurance status, as applicable.
• Escalate Helpline user interactions to Helpline Managers as needed.
• Represent the Helpline at outreach events, meetings, and/or presentations as needed.

Helpline Contact Center Supervisor

• Handle telehealth-based phone calls and email inquiries.
• Answer questions about services, provider availability, insurance coverage, visit costs, etc.
• Assist patients in scheduling appointments for virtual consultations with healthcare providers.
• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc.
• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department.
• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

Healthcare Call Center Representative

• Support customers by answering inbound calls related to employee and retiree annuity benefits.
• Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits.
• Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Bilingual Benefits Call Center Representative

• receive all inbound and outbound calls for potential disability clients
• perform general office clerk duties (i.e., check email and Chat communication consistently)
• ask questions verbatim from a script to confirm eligibility for the potential client
• respect client confidentiality
• comfortable taking repetitive, back-to-back calls every work day
• flexibility to change work hours based on company needs
• performs other related duties as assigned

• Provide high-quality support for mutual fund transaction processing
• Deliver a strong customer experience
• Handle complex inquiries and guide team members
• Drive process improvements
• Process mutual fund transactions with a customer-focused approach
• Provide proactive and innovative solutions to client inquiries
• Handle complex customer interactions including escalations, trade entry, account inquiries, and research requests
• Identify and recommend process improvements and new procedures
• Deliver consistent, high-quality service across all contact center interactions

Call Center Representative jobs in Massachusetts

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Helpline Contact Center Supervisor

Healthcare Call Center Representative

Bilingual Benefits Call Center Representative

Call Center Representative

Financial Services Contact Center Team Lead