Job Title: Customer Service Associate Representative
Duration: 3+ Months
Locations: 100% remote
Shift: 8am-8pm EST Monday-Friday
 
Schedule: Shifts can fall anywhere between 8am-8pm EST (candidates must be flexible) after they complete training. No one will be guaranteed a time slot.
 
Duties and Responsibilities:
Representative will work directly with the members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventative screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertaining to them. Daily duties include:

• Conducting research on each case, reaching out to the physician's office, making outbound calls to our members, and fielding incoming calls from members
• Track and Communicate system errors in an expediential and thorough manner
• Self-report metrics successfully and regularly
• Take requests for care management from patients, physician offices or imaging canters
• Research issues regarding the certification process and forward to the appropriate parties.
• Delivers basic technical, administrative, or operative Customer Service tasks.
• Performs simple data entry, sorts of requests, and maintains files.
• Understands simple instructions and procedures.
• Performs Customer Service duties under direct instruction and close supervision.
• Work is allocated on a day-to-day or task-by-task basis with clear instructions.
• Entry point into professional roles. 

Required Skills:

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices.
• Strong phone communication skills required.
• Basic computer proficiency, including Microsoft Excel, Outlook, and internal communication tools such as Webex Teams.
• Typing speed of at least 30 words per minute.
• Customer service representative (CSR) experience is essential. 

Skills

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices.
• Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
• Ability to be empathetic understanding that we are dealing with sensitive content with our members.
• Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
• Ability to be empathetic understanding that we are dealing with sensitive content with our members. 

Minimum Experience required:

• 1+ year previous experience in a contact centre setting on outbound calls or dialler experience ideally preferred, and or telephonic sales experience
• phone skills
• computer skills
• basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills
• Must be able to type more than 30 words per minute
• Customer Service Skills (history of customer service exp) preferred

Non-negotiable skills:

• Must have basic computer understanding/skills 

Education:

• High School diploma or equivalent.

 

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $16.25/hr.