Call Center Representative

• Assist Members & customers with roadside breakdown assistance
• Deliver excellent customer service, meeting KPIs and performance targets
• Create a positive first impression by being professional, friendly & helpful
• Handle objections & resolve issues, escalating complex cases when needed
• Contribute to process improvements and team success

Call Centre Agent

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Manager, Contact Center and Systems Operations

• Support participants by answering inbound calls related to pension and retirement benefits
• Assist callers with questions regarding defined benefit pension plans, payments, account information, required documentation, and next steps
• Deliver professional and empathetic customer service in a fast-paced call center environment

Retirement Benefits Call Center Representative

• Oversee the daily operations of assigned clients and/or business segments
• Monitor the productivity of the team and create improvement plans
• Ensure teams attain their monthly production goals
• Mentor team members with feedback and conduct performance reviews
• Achieve all Client Service Level Agreements of assigned clients

Call Center Supervisor

• Serve as a direct point of contact for individuals registering for disaster assistance.
• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Escalate dissatisfied callers to proper channels.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.

Bilingual Contact Center Agent, Spanish/English

• Lead a team of 15-20 team members in a positive atmosphere in a remote setting, while working in office.
• Relay company goals, quality standards, and processes, and procedures to our team through servant leadership.
• Educate and support sales representatives through their sales experience.
• Build rapport and establish relationships with our team by genuinely listening, identifying needs, communicating with clarity, and providing solutions to their questions and concerns.

Sales Manager – Call Center Environment

• Lead a team of 15-20 team members in a positive atmosphere in a remote setting while working in office
• Relay company goals, quality standards, and processes
• Educate and support sales representatives through their sales experience
• Build rapport and establish relationships with the team by genuinely listening and providing solutions

AM Sales Manager – Call Center

• Responsible for managing inbound calls throughout your entire shift
• Effectively utilize multiple tools and more than ten systems to accurately and efficiently assist travelers
• Handle emails and process requests while multitasking in a fast-paced environment
• De-escalate challenging calls
• Collaborate with the team
• Support side projects that showcase leadership and drive continuous improvement
• Meet and maintain Service Level Agreement (SLA) targets by ensuring timely response, resolution, and overall service quality standards

Call Center Agent – Travel Benefits

• Communicate and connect with established and prospective CBN partners through ministering prayer using accepted biblical doctrine
• Share information about CBN and its affiliated ministries
• Encourage financial support
• Facilitate ministry activities and contribute to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide

Bilingual Contact Center Representative

• Communicate and connect with established and prospective CBN partners through ministering prayer
• Share information about CBN and its affiliated ministries
• Encourage financial support for CBN
• Serve in ministry activities and contribute to CBN’s Biblical mission

Contact Center Representative – Full Time & Part Time

• Handle high-volume inbound customer interactions while delivering exceptional customer service.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
• Research issues thoroughly before determining if escalation is necessary.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Ask probing questions to identify root causes and determine appropriate solutions.
• Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers.
• Accurately summarize every customer interaction within the CRM or ticketing system.
• Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
• Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
• Attach supporting documentation to customer cases when appropriate.
• Follow all client, state, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams communications throughout the workday without reminders.
• Adapt quickly to changing client processes and operational needs.
• Meet productivity, quality, attendance, and schedule adherence expectations.
• Support phone and chat channels as business needs require.

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center, Part Time

• Handle a high volume of inbound and outbound calls, following standard scripts and protocols while actively listening to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits.
• Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status.
• Document all interactions accurately in pharmacy and CRM systems.
• Route calls to pharmacists or the appropriate pharmacy team members based on clinical or urgent needs.
• Assist patients with insurance, co-pays, prior authorizations, and general pharmacy questions.
• Escalate complex or sensitive concerns to supervisors or pharmacists.
• Follow quality assurance standards on every call, including HIPAA and internal operating procedures.
• Meet contact center performance metrics, including average handle time, call resolution rate, and quality scores.
• Participate in regular training to stay current on pharmacy policies, procedures, and systems.

Patient Contact 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

• 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
• Handle sensitive customer information with strong attention to detail, communication skills, and empathy
• Remain focused, meet performance expectations, and deliver a professional, positive experience in a remote environment

Benefits Call Center Representative

• Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome-based performance standards.
• Leads the design, implementation, and continuous refinement of an association-aligned, outcome-based Quality Management framework, including controls, governance, and calibration processes.
• Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
• Defines and evolves key performance metrics and outcome-based KPIs aligned to business objectives, member experience, and regulatory expectations.
• Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
• Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
• Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction.
• Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
• Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Executive Director, Quality Management

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Train and onboard new CSRs
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

Senior Call Center Representative

• Join our team as a Benefits Call Center Representative.
• Work in customer service.
• Solve complex problems and deliver solutions.
• Work collaboratively as a dependable team player.

• Respond to community-based inbound calls and web inquiries
• Provide information and services through Sentara's web and interactive call center platforms
• Deliver exceptional customer service by offering accurate, timely, and helpful information to consumers
• Produce and maintain tracking and monitoring reports
• Ensure data accuracy and accessibility
• Manage consumer databases to support efficient operations

Web and Contact Center Representative

• Provide excellent customer service to support Freddie Mac Gateway, mortgage products, and technology offerings.
• Resolve customer inquiries while leveraging call center technology.
• Provide customer insights management and collaborate with cross-functional teams to improve the overall customer experience.
• Represent the organization as the principal customer contact on contracts and often performs project leadership role.

Call Center Representative jobs in Virginia

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Call Centre Agent

Manager, Contact Center and Systems Operations

Retirement Benefits Call Center Representative

Call Center Supervisor

Bilingual Contact Center Agent, Spanish/English

Sales Manager – Call Center Environment

AM Sales Manager – Call Center

Call Center Agent – Travel Benefits

Bilingual Contact Center Representative

Contact Center Representative – Full Time & Part Time

Call Center Representative

Patient Onboarding Associate – Call Center, Part Time

Patient Contact Center Representative

Call Center Representative

Benefits Call Center Representative

Executive Director, Quality Management

Senior Call Center Representative

Benefits Call Center Representative

Web and Contact Center Representative

Senior Customer Contact Center