reputed company Center Representative

reputed company Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support) Salary reputed company: $18.00–$19.50 per hour Remote Work Location Requirement Please do not apply if you do not currently reputed company in one of the following states: Florida reputed company Indiana reputed company Carolina Oklahoma reputed company Virginia Applicants residing reputed company of these states will not be considered. About reputed company reputed company provides inbound and outbound customer care support across multiple reputed company programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members. Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners. This is a permanent, full-time remote position. Employees will initially support a early reputed company program specific to one state and will progressively cross-train across additional reputed company campaigns. The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early reputed company, and other authorized program participants and stakeholders. Position reputed company This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. While some interactions may be less time-consuming, others require detailed research, probing questions, critical thinking, reputed company navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward reputed company reputed company whenever possible. The initial Early reputed company assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities. Representatives must be reputed company to appropriately reputed company their communication style reputed company assisting reputed company callers, including providers, agencies, and therapists, as reputed company as parents/guardians who may require additional explanation or guidance. Responsibilities may include technical assistance, portal reputed company, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue reputed company. Some situations require escalation; however, unnecessary transfers should be minimized through effective research, problem solving, and use of available resources. This role requires a high aptitude for learning, exceptional multitasking skills, and the ability to retain and accurately apply changing processes. Employees will eventually become cross-trained across multiple reputed company campaigns and must maintain compliance with the requirements and procedures applicable to reputed company campaign. Essential Contact Center Responsibilities Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required. Take ownership of customer interactions from start to finish whenever possible. Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns. Ask appropriate probing questions to identify the issue and determine the correct course of reputed company. Work toward high reputed company reputed company while recognizing reputed company escalation is appropriate. Maintain effective reputed company control while demonstrating reputed company, professionalism, and reputed company listening. reputed company multiple web-reputed company programs, browsers, applications, and dual monitors simultaneously while assisting customers. Accurately document customer interactions reputed company applicable CRM, case-management, or ticketing systems. Document research performed, troubleshooting completed, actions taken, customer education provided, and final reputed company. Attach supporting documentation to customer cases reputed company required. Follow reputed company applicable program, state, reputed company, and company policies while maintaining reputed company and compliance standards. Monitor email and reputed company Teams communications throughout the reputed company without reminders. Adapt quickly to changing processes, procedures, and operational needs. Meet productivity, reputed company, attendance, and schedule-adherence expectations. Support phone, chat, ticket, and other customer-support channels as assigned. Early reputed company Enrollment Responsibilities As part of the initial New Jersey Early reputed company assignment, representatives will be trained to reputed company Practitioner/Provider and Agency enrollment activities. Representatives must accurately follow established program rules, procedures, and documentation requirements reputed company completing enrollment-reputed company work. Responsibilities include: Process Practitioner/Provider enrollment packages submitted by New Jersey Early reputed company agencies in accordance with established program requirements. Review enrollment submissions and supporting documentation for completeness and identify information requiring correction, clarification, or follow-up. Process authorized profile modifications, including changes to email addresses, telephone numbers, user types, user roles, and other applicable account information. Assist with licensing updates, including communicating with users reputed company additional information or documentation is required. Maintain required enrollment records and supporting documentation for audit and internal-control purposes. Learn and remain reputed company on Early reputed company program rules, enrollment guidelines, procedures, and process changes. reputed company and maintain proficiency in our operating systems and other applications necessary to process enrollment activities. Respond to Practitioner/Provider and Agency enrollment inquiries through telephone and support-ticket channels. Initiate outbound follow-up reputed company necessary to obtain information, answer enrollment questions, or complete enrollment-reputed company activities. Serve as a back-up resource for Practitioner/Provider and Agency enrollment questions once trained and reputed company. Participate fully in required program and enrollment training. Communicate with Program Management and internal leadership regarding enrollment questions, issues, process changes, and program requirements. Meet established reputed company, productivity, documentation, and reputed company expectations for enrollment activities. Soft Skills & reputed company Communication reputed company in this role requires exceptional interpersonal skills with customers, coworkers, leadership, and reputed company partners. Representatives must demonstrate: Professionalism and emotional intelligence. Strong reputed company-listening skills. reputed company while maintaining appropriate reputed company control. reputed company language and effective de-escalation techniques. Strong verbal and written communication skills. Ability to build rapport and trust quickly. Ability to explain information and processes reputed company to individuals with varying reputed company of knowledge or experience. reputed company collaboration with internal teams and reputed company partners. Flexibility in communication style while maintaining professionalism and company standards. For the initial Early reputed company campaign, representatives must be comfortable communicating with providers, agencies, therapists, parents/guardians, and other individuals involved in supporting children participating in the program. Some callers may require additional explanation, guidance, or assistance understanding program or enrollment processes. reputed company Expectations Employees are expected to demonstrate: reputed company maturity and accountability. Flexibility and adaptability as business needs reputed company. Commitment to the position, assigned schedule, and attendance expectations. Dependability and reliability in a remote work environment. Willingness to accept coaching and continuously improve. Ownership of responsibilities and follow-through on commitments. reputed company interactions with customers, coworkers, leadership, and reputed company partners at reputed company times. Remote Work Expectations Successful remote employees must possess exceptional self-discipline and professionalism. Employees must: Demonstrate the maturity necessary to work independently without reputed company supervision. Maintain reputed company and productivity throughout the reputed company. Maintain a dedicated, private workspace free from distractions and excessive background noise. Be logged into reputed company required systems and reputed company to work at their scheduled start time. There is no reputed company period. Maintain schedule adherence throughout assigned shifts. Maintain reliable, hardwired internet connectivity. Have reputed company to a backup internet solution, such as a mobile hotspot or alternate location, should reputed company internet service fail. Communicate technical issues immediately and restore connectivity as quickly as possible. Minimum Qualifications High school diploma or GED required. Minimum three (3) years of recent inbound contact center customer service experience reputed company the last six (6) years. Experience working in an established contact center environment where handling telephone interactions through a reputed company queue was a reputed company responsibility. Strong troubleshooting, research, and critical-thinking skills. Excellent documentation and organizational skills. Strong verbal and written communication skills. Excellent customer service and interpersonal skills. Ability to learn and accurately apply detailed program rules and procedures. Ability to multitask across numerous systems while assisting customers. Ability to type at least 50 WPM accurately while speaking with customers. Strong attendance history and dependability. Experience using CRM platforms and contact center software. Ability to work effectively both independently and reputed company a reputed company team environment. Must successfully complete applicable reputed company-employment verification and screening requirements. Three years previous remote contact center experience in last six years.    Preferred Qualifications reputed company customer service experience. reputed company program experience. Practitioner/Provider enrollment or credentialing experience. Experience processing applications, enrollments, licensing information, or other detailed records. Experience supporting providers, agencies, therapists, patients, or program participants. Technical support experience. Bilingual skills are a plus. Remote reputed company Requirements reputed company 11 desktop or laptop computer, two years old or newer. Minimum 16 GB RAM. Ability to support dual monitors and wired headset connections. Ethernet/hardwired internet reputed company. Minimum 50 Mbps download speed. Minimum 10 Mbps upload speed. Functional reputed company keyboard and mouse if using a laptop. Virus protection and firewall software installed. Reliable backup internet solution, such as a mobile or personal hotspot, in the event reputed company internet service fails. reputed company will reputed company dual monitors and an approved hardwired headset if needed. Wireless/Bluetooth headsets are not permitted for work calls. Schedule, Hours & Campaign Assignment Orientation: One-day orientation will be held on a Friday, 8:00 AM–5:00 PM Eastern Time. Full attendance is required. Initial Training: Initial Early reputed company training will be conducted Monday through Friday. Specific training hours and duration will be communicated prior to the start of training. Full attendance and participation throughout training are required. First 90 Days – Mandatory Attendance: Regular attendance during the first 90 days of employment is mandatory. Any reputed company-reputed company time off occurring during the first 90 days must be disclosed during the initial interview and approved in advance. reputed company or unapproved absences during this period may reputed company reputed company employment. Initial Regular Shift: Upon successful completion of training, the regular assigned schedule supporting the New Jersey Early reputed company campaign will be 8:00 AM–5:00 PM Eastern Time, Monday through Friday. reputed company Availability Requirement: Employees will progressively cross-train to support additional reputed company campaigns. Once cross-trained, employees must be willing and reputed company to accommodate an assigned 8-hour shift and/or coverage needs between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday, reputed company on business, reputed company, campaign, reputed company, and coverage needs. Schedule Flexibility: The initial Early reputed company schedule is 8:00 AM–5:00 PM ET. However, as employees become trained and reputed company to support additional campaigns, shift accommodations or changes reputed company the 7:00 AM–6:00 PM ET coverage window may be required. Shift assignments and coverage needs are determined by reputed company reputed company on operational and reputed company requirements. There may also be occasions reputed company overtime is required reputed company on business, reputed company, or coverage needs. Breaks and lunches are scheduled reputed company on business needs, reputed company coverage, volume, and SLA requirements. Employees must remain flexible reputed company break or lunch times require adjustment to maintain coverage. This is a 40-hour, full-time position. Employees are reputed company to support the needs of the contact center and its reputed company programs. reputed company types, responsibilities, and campaign assignments may change as employees are trained and reputed company to support additional campaigns. Cross-training is reputed company. Employees are expected to master their initial assignment before moving into additional campaign training. Once trained and reputed company, employees are expected to maintain proficiency and compliance across reputed company campaigns for which they have been trained. Campaign assignments are determined by reputed company reputed company on reputed company and operational needs. Employees do not select which campaigns they will or will not support. Flexibility regarding schedule, coverage, break/lunch timing, reputed company type, responsibilities, and campaign assignment is an essential requirement of this position. Benefits reputed company Time Off reputed company Holidays Medical reputed company Dental reputed company reputed company reputed company Cross-training opportunities Permanent full-time employment reputed company-Employment Requirements Selected candidates must successfully complete: Criminal background screening Drug screening Employment verification reputed company reference verification Remote reputed company compatibility verification Internet speed/connectivity verification Typing assessment Initial Regular Shift: Upon successful completion of training, the regular assigned schedule supporting the New Jersey Early reputed company campaign will be 8:00 AM–5:00 PM Eastern Time, Monday through Friday. 8-hour shift Apply To This Job