Contact Center Representative - IHA Scheduling Team

Job Description

Executive Summary

The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment
Experience working in an outbound sales process is a plus
Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction
Good time manager. Ability to multitask and work in a challenging environment
Ready to learn and grow. Go-getter mindset.
Summary

Will be responsible for handling inbound and outbound calls to schedule health assessment visits (Member Engagement)
Key Responsibilities:

Answering or making calls to members to book appointments for their no-cost In-home Health Assessments
Learn about and address customer needs, complaints, or other service issues.
Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
Building lasting relationships with customers 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
Making sales or recommendations for products or services that suit client needs better.
Taking part in training and other learning opportunities to expand knowledge of the company and position.
To be available on meetings on camera as and when needed
Adhering to all company policies and procedures.
Additional ad-hoc tasks as assigned by the Call Center Supervisor

Requirements
Skills

Outgoing personality and sales approach
Solid work history, citing any recognition and promotion
Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
Customer service or other directly related experience is a plus
Ability to collaborate and be a team player
Various software and data entry proficiency, including MS Office
Ability to type 40Wpm, 60Wpm is preferred
Strong communication and time management skills
Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills
Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues
Honesty and integrity