Fully Remote-Urgent role as "Customer Service Analyst/ Contact Center Support-CH

Pay rate: $13.50 on W2 Max

Role: Customer Service Analysts/ Contact Center Support

Duration: 12+ Months

Location: Remote (The candidates should be located in any of these states: Alaska, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Missouri, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Wisconsin)

Note:

• Remote worker verification process to be put in place immediately via webcam and audits will be performed eventually.
• Closed workspace (any room that can be closed by a door, office, bedroom, etc.)
• No shared living spaces unless living alone.
• If the laptop or screen can be seen from a window it must be covered (shade, blinds, curtains, etc.)
• Highspeed Internet verification (screenshot of bandwidth, Fiber, Cable, DSL.
• No satellite or mobile broadband connections.
• Quiet and focused work environment.
• No personal responsibilities during working hours.
• No barking dogs or other domestic noises.

Requirements:

Please Confirm the Candidates are Able to Conduct Basic Computing Troubleshooting. Being able to utilize Microsoft Office suite to go through their emails, basically set up an online account, reset a password, things of this nature which may be routine for a regular computer user.

Productivity Management:

• Should be able to meet daily task handling through various form & medium of communication, written and/or verbal or phone.
• Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA s.
• Ensure accuracy in the tasks completed.
• Demonstrate analytical capabilities while performing tasks.
• Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating.

Specialized/ Practical Knowledge:

• Should have knowledge on ITES/ BPO/ KPO/ Customer Service/ Operations.
• Good proficiency on English language.
• Computer literate - should be able to work with different programs and screens with the customer on the line.
• Exposure to business domain is an added advantage.
• Excellent grasping powers able to understand the various processes.
• Team player with excellent verbal and written communication skill.
• Willing to work in 24x7 environment and sign a service agreement as per company norms.
• Ability to work in flexible work schedule, including holidays & weekends.

Knowledge, Skills & Abilities:

• Should be committed and focused to succeed under challenging work environment
• Should be able to adapt with the changes in the processes and updates in a dynamic process.
• Strong numerical skills and a positive "Can do" attitude combined with strong attention to detail and an awareness of current market issues.
• Should seek feedback on one s performance and uses that feedback to grow
• Background Check required
• Customer Service Associate/ Customer Care Representative.

Please Note:

• Computer skills are a must.
• Call center experience preferred.
• The job requires multitask, data entry and soft experience using the phone to call.
• Able to solve problems.
• Agents will work cases, investigate, research and make outbound calls to doctor s offices or clients as necessary. There s also insurance resolutions and benefit verifications. High Level = Resolve cases to ensure our customers get the right medications in a timely manner. Average case time is 20 minutes.

Shivam Kumar

Technical recruiter | Empower Professionals

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