Call Center Representative

• Deliver virtual and classroom call center training for new hires and existing agents
• Coach agents through live call monitoring, roleplay, and one-on-one feedback
• Develop and update training materials, scripts, and sales exercises
• Identify skill gaps and escalate performance risks to the Training Manager
• Document daily EOD recaps and live monitoring findings with behavioral specificity

Call Center Trainer

• Answer inbound calls and search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
• Navigate through the QGenda on-call system to identify on-call provider and process on-call via alpha page or phone call to the provider with patient details.
• Process special protocols for Main Campus, including Shock Team, LVAD, Patients Plus, Transplant and Ortho Reconstruction Hotline.
• Handle calls for multiple hospital sites, including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital.
• Offer special assistance to persons who are unable to dial or are in emergency situations.
• Provide relay service for hearing impaired callers.
• Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials.
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
• In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
• Work in Epic to view or look up patient information using the house census and provide patients with appointment details such as location, provider, date/time, etc.

Contact Center Support Operator I

• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems
• Researches and resolves problems and errors which may include those related to fraud support and internet operations
• Obtains a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures
• Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues

Contact Center Experience Specialist, Bilingual Japanese

• Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9.
• Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
• Regarded as the technical expert in their job family within CDW.
• Requires in-depth and/or breadth of expertise across field of specialization and has broad knowledge of other job family within the organization function.
• Serves as a senior advisor to leadership.
• Collaborates with the technical architect on training plans and approaches to best equip staff for successful implementations.
• Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
• Defines project strategies or technical options to balance customer project goals and financial constraints.
• Provides leadership and expert advice/counsel on technical subject matters and architecture design to Customers, the Infrastructure Solutions Team, and other Extended Teams.
• Recognized by customer, peers, and management as SME expert, staying relevant in upcoming technologies, IT trends and IT transformation.
• Escalates and communicates alternatives with associated risks with executives and stakeholders.
• Ensures procedures are being followed and assists in resolving complex problems which require professional level input.
• Regularly interface with customer’s technical and business executive level and project leadership through sales presentations and/or client project solutions in communicating complex ideas, anticipating potential objections, and leading discussions to align expectations.
• Ability to navigate difficult customer environments independently, effectively, and consistently.
• Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
• Educates the customer on solution as appropriate throughout the life of the project or service life.
• Serves as the technical lead on Proof-of-Concept engagements and large-scale implementations.
• Takes ownership of any services design/architecting/implementation challenges and leads the team to remediation/resolution, both technically and politically.
• Recommends client project financial goals, metrics, and ROI.
• Leads a project team consisting of clients, CDW, and partner resources to achieve the desired outcome.
• Contributes to industry best practices. Known resource within the technology industry.

Principal Consulting Engineer – Contact Center, Five9

• Conduct 200+ outbound calls/day to prospective customers to introduce products and services.
• Develop a thorough understanding of our product offerings to address customer inquiries effectively.
• Encourage the customer to receive a competitive quote from a licensed agent
• Engage in warm calling strategies to build rapport with potential clients.
• Meet or exceed daily call quotas while maintaining a high level of customer satisfaction.

• Handling inbound calls related to NPWT (Negative Pressure Wound Therapy) orders, service requests, and product inquiries from patients, physicians, skilled nursing facilities, and healthcare professionals
• Documenting customer interactions and updating account information using internal systems and established procedures
• Providing information regarding products, orders, and services based on approved processes, workflows, and training materials
• Routing customer inquiries and service requests to the appropriate internal departments when required
• Supporting a 24/7 operational environment, including overtime as business needs require

National Contact Center Specialist

• Handle customer interactions (calls, chats, emails) in a fast-paced environment.
• Identify upselling opportunities and close deals to reach your sales and commissions targets.
• Accurately resolve issues related to service, billing, payments, and collections.
• Explain bills and product features clearly.
• Troubleshoot basic problems and seek higher support if needed.
• Build customer confidence and loyalty by resolving issues.
• Support various customer inquiries, including technical issues.
• Work a flexible 40 hour per week schedule, which may include nights, weekends, and overtime.
• Paid training to set you up for success.

Call Center Sales Representative

• Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency, and CX; you will own the development of Business Requirement Documents (BRDs) to provide engineering teams with a clear, operationally-grounded "North Star."
• Serve as the primary liaison between Engineering, Genesys partners, and Channel Operations to ensure seamless communication, alignment on deliverables, and the integration of conversational AI solutions within existing software.
• Elevate the customer and agent journey by auditing "human-in-the-loop" frameworks for smooth AI-to-live-agent handoffs and identifying opportunities to optimize the broader CCAI framework.
• Proactively monitor CCAI system performance and health, leading troubleshooting efforts for operational disruptions and acting as the lead liaison for technical resolutions.
• Ensure all AI implementations adhere to data security standards, PII handling, and regulatory compliance while verifying that solutions are built to scale alongside business growth.

Contact Center AI Operations Specialist

• Deliver engaging and impactful learning experiences that build employee capability, confidence, and performance across all brands.
• Design, update, and deliver new-hire and ongoing training programs that immerse employees in brand culture, products, and systems.
• Deliver product training for new launches using creative, interactive methods to drive engagement and knowledge retention.
• Create and maintain a monthly training calendar with clear class descriptions for employees and managers.
• Partner with leaders to identify capability gaps and deliver targeted development that supports performance excellence.
• Collaborate with managers to assess training needs, uphold performance standards, and deliver focused development opportunities.
• Track training impact and provide actionable insights on employee performance and progression.
• Support professional development initiatives across all brands and contribute to special training projects.
• Develop accessible, engaging digital learning solutions that support continuous development and scalable training delivery.
• Create and maintain online learning content using Litmos and Articulate, ensuring materials are current, interactive, and effective.
• Communicate training updates and share resources through Viva Engage and other internal platforms.
• Foster a positive and engaging learning environment that strengthens connection, confidence, and brand advocacy.
• Act as a brand ambassador for new hires, creating an engaging and supportive onboarding experience from day one.
• Occasionally support Contact Center operations by handling service interactions to stay connected to team workflows and customer needs.

Contact Center Trainer

• Provides telephonic professional nursing services in support of client funded contracts.
• This includes telephonic patient support and resource, referral source, data collector and nurse educator to patients, consumers, and healthcare professionals.
• Specific job duties: Adheres to principles as stipulated by program specific contractual agreements and company practices which may include Patient Support: Make outbound phone calls to patients who have opted into a patient program, make additional calls as directed and be available to support these patients by phone at all other times.
• Receive inbound phone calls from patients, healthcare professionals and consumers and provide a professional resource for inquiries.
• Resource: Answer patient, consumer and healthcare professional questions and suggest appropriate resources patients.
• Referral Source: Make appropriate referrals for additional training, support groups, program materials, or literature, and to recommend that the patients contact personal physicians for additional information, directions, and care.
• Collect Data: Assemble accurate, timely, clear data and complete summary of follow up phone calls, patient inquiries, and outcomes Educator: Complete patient teaching in relation to the use of products.
• 75 % Participates in program specific customer meetings and training sessions.
• 10 % Participates in program specific orientation meetings and demonstrates clinical competency on electronic/written tests.
• 5 % Performs special projects and performs other duties as it pertains to specific contract performance.

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