Customer Service Rep (QTC)
| Estimated Pay info | Based on similar jobs in your market$17 per hour |
|---|---|
| Hours | Full-time |
| Location | Bedford, Pennsylvania |
About this job
Job Description
With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.
Job Summary:
Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff and delivers exceptional customer service at all touch points.
Shift: Monday, Tuesday, Wednesday, Saturday 8:30am-7pm
Location: Must live within 90 minutes driving distance of Bedford, PA.
Training: 2 weeks onsite training
Essential Duties and Responsibilities:
Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
Accurately documents all call information in case management system according to standard operating procedures
Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
Any other duties as assigned
Competencies:
Ability to prioritize customer follow up calls when necessary
Adaptable with the ability to follow standardized process workflow on a daily basis
Provide exceptional customer service to both internal and external customers
Strong knowledge of administrative processes
Demonstrated ability to work as a team member as well as an individual contributor
Ability to interact with all levels of staff
Ability to effectively manage competing priorities in a fast paced environment
Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
Excellent data entry and typing skills
Ability to work various shifts and hours to cover multiple times zones
Education and/or Experience: (includes certificate & licenses)
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.
QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.
Education
Required
GED, High School Diploma or higher.
Required
1-3 years: Customer Service experience.
Skills
Preferred
Customer Service
Intermediate
Sense of Urgency
Intermediate
Problem Solving
Intermediate
Interpersonal
Intermediate
Team Player
Intermediate
Written Communication
Intermediate
Verbal Communication
Intermediate
Organization
Intermediate
Excel
Intermediate
Word
Intermediate
Medical Terminology
Intermediate
MS Office
Intermediate
Multi-line phone
Intermediate
Behaviors
Preferred
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
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