POSITION : Customer Service Representative

SUPERVISOR : Customer Service Supervisor

STATUS : Non-Exempt

DEPARTMENT : Call Center

SUMMARY

The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

SUPERVISION RECEIVED AND EXERCISED :

Operates under the direct general supervision of a Supervisor; the Customer Service

Representative exercises no supervision over other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work

being performed by this position. This is not a complete listing of all responsibilities, duties and / or skills required.

Other duties may be assigned.

Receive and respond accurately and professionally, to customer inquiries / concerns

received via telephone, email or office visit.

• Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers
• Identify and escalate unresolved inquiries to management
• Accurately and thoroughly record all interactions in the PHA system of record
• Defuse and deescalate irate customers as to ensure great customer experience
• Verify and update customer information
• Identify and escalate priority issues
• Perform data entry into SharePoint, and PHA business system
• Provide excellent customer service to participants, landlords, co-workers, clients and
• Vendors
• Obtain certification in Housing Choice Voucher Basics within 120 days of employment
• Ensure regular attendance and punctuality
• Perform other duties as assigned

DESIRED QUALIFICATIONS :

High School Diploma; Education equivalent to a two-year degree from a regionally

accredited institution in Public Administration, Social Science or a closely related field

preferred; Alternatively, a minimum of two years of progressively responsible work

experience for a public agency, or related work in the social service, community service,

customer service and / or call center environments.

Must be able to communicate effectively both orally and in writing (bilingual

English / Spanish or English / Creole preferred); possess strong typing and computer skills

with knowledge of Microsoft Office products; possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.

About UsData Comm Cycle is a cutting-edge company at the forefront of secure messaging solutions. With our cross-platform capabilities, we empower individuals and businesses to communicate seamlessly and securely across various devices and operating systems.

Data Comm is searching for a polite, professional Call Center Representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services.

ResponsibilitiesAnswering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.Building lasting relationships with clients and other call center team members based on trust and reliability.

Utilizing software, databases, scripts, and tools appropriately.Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

RequirementsHigh school degreeTrack record of over-achieving quotaStrong phone and verbal communication skills along with active listeningFamiliarity with CRM systems and practicesCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectivelyPay : $19.

50 - $30.00 hourlyJob : Full timeBonus Points : Dental InsuranceDisability InsuranceHealth InsuranceFlexible Spending Account.

Skillset Required : CRM systems, crm - customer relationship mgmt, customer satisfaction, customer focused, customer service skill, Communication Skills, interpersonal communication skills, Document Management

CONTACT CENTER TRAINER

As Mount Sinai grows, so does our legacy of caring

Located in the heart of Miami Beach, overlooking the breathtaking intracoastal waterway, Mount Sinai Medical Center is dedicated to providing exceptional health care to our diverse community enhanced through innovation, technology, teaching, and research.

Mount Sinai is South Florida's largest private independent not-for-profit hospital with 672 beds, and a tight-knit community of more than 4,000 employees.

We provide world-class care :

• Named one of America's 250 Best Hospitals for 2020 and 2021 by Healthgrades, positioning Mount Sinai among the top 5% of hospitals in the nation for overall clinical excellence.
• A pioneer in innovative medical research in areas such as cardiology, cancer, memory disorders and pulmonary diseases
• The BEST cardiac surgery survival rate in Florida
• A new seven-story Surgical Tower with 154 all-private rooms and patient centered technology promotes an exceptional patient experience

Position Responsibilities :

• Learns system functionality sufficiently to teach end-users how to properly use the system.
• Learns the end-user workflows sufficiently to teach end-users hospital-specific workflows.
• Ensures customer satisfaction metrics are met for all contact center training programs.
• Prepares and maintains training content to coordinate, develop, design and maintain team and individual training materials specifically for the contact center end-user.
• Organizes training programs designed to give newly-hired employees the skills to be successful in the role, including systems and customer service soft skills, as well as department processes and procedures.
• Coordinates training of end-users for new system releases, department procedures / processes, and new workflows as needed.
• Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement.
• Monitors inbound and outbound calls for the purpose of measuring service skills, adherence to internal processes and scripting, quality of the customer service delivered, and accuracy of information gathered to drive effective employee coaching and training.
• Analyzes quality of service and customer satisfaction data from a variety of sources, using available data to identify deficiencies in service performance.
• Monitors agent interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information call handling standards, and the patient experience.
• Provides Team Leads and Manager with regular agent performance feedback, and when necessary, coach agents and provides feedback directly to fill performance gaps found in audits.
• Supports and suggests improvements / recommendations to meet the highest level of patient experience
• Performs other duties as assigned

Qualifications :

• Bachelor’s degree in related discipline or field of study and / or equivalent experience (Training, Development & Quality Assurance).
• Minimum 2 years of prior experience in training, development and quality assurance capacity (i.e. hands on experience developing / delivering training programs).
• Familiar with training Contact Center Software and Electronic Health Record Software (Five9 and Epic preferred).
• Experience as a Quality Assurance Analyst, and directly working with service reps, Team Leaders, and Management.

Benefits :

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs.

Our robust employee benefits package includes :

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for selected positions and more!

At Viva Mas Medical Centers, we are guided by the saying The Hands that Care for You. We are growing and are looking for great people to join our mission!

En los Centros Médicos Viva Más, nos guiamos por el lema Las manos que te cuidan . Estamos creciendo y buscamos personas buena para unirse a nuestra mission!

We currently have an opportunity for a Call Center Representative for our Hialeah location.

Primary Responsibilities :

• Handles inbound and outbound calls in a professional, courteous, and timely manner.
• Assist patients by scheduling, canceling and / or confirming medical provider appointments and Transportation (if applicable).
• Addresses callers needs which may include resolving issues and educating caller.
• Provides excellent service to our callers that consistently exceeds expectations
• Escalates unresolved issues to respective Management team.
• Meets established Departmental Metrics (Qualitative and Quantitative).
• Takes messages for Providers and / or respective Medical Center personnel and documents message / Callers request via Nextgen and / or e-mail.
• Participate in Staff and Educational Meetings.
• Other duties as assigned.

Qualifications / Experience :

• Fluent in English and Spanish.
• High School Diploma or equivalent.
• One year of customer service or customer relations experience.
• Excellent verbal and written communication skills.
• Ability to work effectively independently and in a team environment.
• Must be patient with working with an elderly population.
• Schedule : Monday to Friday; 8-hour shift; flexible schedule
• Work Location : Viva Mas Hialeah
• Benefits : Medical, Dental, Vision, Personal Time Off, Paid Holidays

Viva Mas Medical Centers is an equal opportunity employer, embracing inclusiveness for all people in our workplace and in the communities we serve.

Job briefWe are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries;

keeping customer satisfaction at the core of every decision and behavior.ResponsibilitiesManage large amounts of inbound and outbound calls in a timely mannerFollow communication scripts when handling different topicsIdentify customers’ needs, clarify information, research every issue and provide solutions and / or alternativesBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call center database in a comprehensible wayMeet personal / team qualitative and quantitative targetsRequirementsTrack record of over-achieving quotaStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectivelyHigh school degree.

Skillset Required : CRM systems, crm - customer relationship mgmt, customer satisfaction, customer focused, customer service skill, Communication Skills, interpersonal communication skills, Document Management