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Call Center Agent

Company: Fortuna BMC
Location: West Sacramento
Posted on: September 24, 2022

Job Description:

Member/Provider Agents are responsible for responding to basic to moderately complex member telephone calls in the 19 threshold languages, handling requests for claims detail reports (CDRs), responding to written member inquiries and conducting outbound call campaigns. Essential Job Functions

  • Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.
  • Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
  • Records calls in a customer relationship management (CRM) ticketing solution, resolves written member requests/inquiries and updates member history with results of inquiry to include proper documentation.
  • Interfaces with team personnel, management, and customers in reference to customer service issues.
  • Conducts outbound calls to members in response to voicemail inquiries, customer direction or other business needs. Basic Qualifications
    • High school diploma or G.E.D.
    • 6 months minimum, prefer one or more years of customer service or other telephone experience
    • Experience working with organizational functions and personnel
    • Experience working with fax machines, computer software, and telephone technology
    • Experience working with and skilled in the use of help desk software Other Qualifications
      • Business and analytical problem-solving skills
      • Communication skills
      • Ability to work independently
      • Ability to follow oral and written directions Job Requirements:
        • Manage call center representatives and call performance
        • Perform call center follow-up
        • Perform other call center duties
        • Prepare call center performance reports
        • Report daily call center stats
        • Assist with supporting call-center
        • Selling services to consumers who call the call center
        • Maintain call center database by entering information on every call
        • Provide support for call center agents on escalated calls
        • Provide backup call center management
        • Plan for call center technologies
        • Receive inbound calls from customers
        • Impacting call center performance to management
        • Lead an exceptional call center team
        • Manage the daily call center operations
        • Resolve inbound customer calls regarding account
        • Maintain call center database by entering information
        • Define inbound call readiness state
        • Processing customer transactions in a call center environment
        • Maintain call center database by recording call outcomes and disposition

Keywords: Fortuna BMC, West Sacramento , Call Center Agent, Sales , West Sacramento, California

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