**Experienced Remote Call Center Representative – Customer Service and Operations Specialist**
About Our Company We are a dynamic and innovative organization dedicated to delivering exceptional customer experiences and providing top-notch services to our clients. Our team is passionate about making a positive impact in the lives of our customers, and we're looking for like-minded individuals to join our ranks. As a Remote Call Center Representative, you'll play a vital role in driving our success and helping us achieve our mission. About the Role We're seeking an experienced and skilled Remote Call Center Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional service to our clients, resolving issues, and ensuring that our customers have a positive experience with our organization. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a better work-life balance. Key Responsibilities Answer all inbound calls with professionalism and customer service framework communication. Follow up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed. Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls). Responsiveness to voicemails throughout shift and overnight call center messages. Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery. Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors. Document and complete Call Center Form for data call log. Fulfill surveys/reports issued by Call Center Supervisor as needed. Complete Call Center task assignments provided by management team. Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals. Maintain confidentiality and always comply to HIPAA regulations. Assist with intake calls for case management as needed for coverage and staff call outs. Provide support to the clinical team and chart maintenance as needed. Perform other duties and tasks as assigned by Senior Clerical Team. Requirements To be successful in this role, you'll need to possess the following qualifications and skills: Language Skills: Must be Fully Bilingual in English and Spanish. Education: High School Diploma or equivalent is required. Experience: Must have 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health office. Technical Skills: Must be proficient in MS Office (Outlook, Word, and Excel) and have the ability to learn new software. Soft Skills: Possesses the personality and demeanor to work with difficult clients, detail-oriented, and able to multi-task. Teamwork: Must be a team player and thrive under pressure in an outpatient client environment. Identification: Must provide 1 form of picture ID (non-expired) and either an unexpired passport, driver's license, and social security card, or a state ID card and social security card. Benefits We offer a comprehensive benefits package to support your career growth and well-being. Some of the benefits include: We Pay Down Your Student Loans! Productivity Bonus Medical, Dental, and Vision Insurance is Paid for by NYPCC 100% Paid Time Off and Company Paid Holidays Annual Rate Increases 403B Retirement Plan with Match! Continuing Education Opportunities Available Professional Development through NYPCC Academy Amazing Workplace Culture Career Growth Opportunities We're committed to helping you grow and develop your skills and career. As a Remote Call Center Representative, you'll have access to ongoing training and development opportunities, including: Regular performance feedback and coaching Opportunities for advancement and career growth Professional development through our NYPCC Academy Continuing education opportunities to enhance your skills and knowledge Work Environment and Company Culture We're proud of our positive and supportive work environment, which is built on a foundation of respect, empathy, and open communication. As a Remote Call Center Representative, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers. How to Apply If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career with our organization! Apply Now: Apply for this job