Job Description

The Customer Service Telephony Representative primary function is to monitor and follow up on missed telephony calls. The Customer Service Telephony Representative will also answer the phone lines and triage calls. The Customer Service Telephony Rep is responsible for responding in a timely, professional, and courteous manner to customer inquiries and complaints. When the telephony calls have been completed then, the Customer Service Telephony Representative will focus on completing follow-up calls regarding the change of a caregiver, and assisting clients with completion of surveys about services that they receive. The Customer Service Telephony Representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. When the call volume is low, the Customer Service Telephony Representative will aid the Customer Service Department with scheduling fill-ins, and any additional activities that are needed. The Customer Service Telephony Representative will work Tuesday through Saturday from 7:00 am – 3:30 pm. It is important to note the shift hours may require weekend availability at times. Essential Duties/ Responsibilities

• Review Telephony & make follow-up reminder calls as needed.
• Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Complete/Update reports assigned.
• Completing Special Projects assigned by leadership team.
• Notify supervisor of ongoing problems.
• Performs other related duties assigned.

• High School Diploma or GED equivalent required
• Strong customer service skills & 2+ years of previous customer service experience (i.e. taking inbound calls and making outbound calls)
• Problem solving skills.
• Data Entry expertise
• Ability to multitask projects
• Computer skills and proficiency in Microsoft Office Suite
• Excellent verbal and written communication skills
• Able to maintain confidentiality.
• Able to work under minimal supervision.

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