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Specialist – Operations- Work At Home

C3/CustomerContactChannels

This is a Contract position in Arlington, TX posted July 26, 2021.

Company Overview Join us on our mission to elevate customer experiences for people around the world.

As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.

Our dedication to our purpose and people is being recognized by our employees and the industry.

Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.

Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.

With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.

Find a job you’ll love today Position Purpose: The Specialist
– Operations is the subject matter expert capable of responding to consumer inquiries and challenges by providing accurate and timely guidance, assisting supervisors in day to day operations as well as special project implementation, and serving as mentors to a team of call center representatives.

Job Requirements:
• Assists CSR in a professionally manner to provide excellent customer service to our Members regarding Medicare Advantage and Medicare Part D Prescription Drug Plans including but not limited to inquiries regarding cost, billing, drug coverage, deductible and co-pays
• Assist Supervisor with day to day Operations including but not limited to call quality, accuracy of information, call handle times, tank work and customer satisfaction
• Actively coaches others on how to respond to a variety of customer needs, striving for complete issue resolution at each interaction.

• Be dependable and meet all attendance requirements
• Assist with escalated calls and MS calls when volumes dictate
• Deliver Team huddles and updated training as needed
• Coaches and develops CSR’s to meet or exceed company and client performance metrics
• Maintain a balance between company policy and client benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Ability to accept and embrace changes within the current business environment
• Maintain focus on team building Qualifications:
• 1 years of experience in customer service required ideally, in the health care industry.

Degree or appropriate education may be substituted for experience
• Stable work History
• Professional appearance
• Strong detail orientation and excellent communication/listening skills
• Ability to pass all skill assessments including demonstrated experience with Microsoft applications
• Ability to pass background checks and drug screening
• Bilingual (Spanish/English) skills a plus
• Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens
• Strong decision making and analytical abilities
• Schedule flexibility including weekends, evenings, holidays and occasional overtime when needed
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Ability to deliver clear and honest feedback in a professional manner
• Be a Team player If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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