Overview
A Contact Center Representative takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound communications via phone, webchat, or email to and from customers, listening to customers’ needs or issues, and providing helpful solutions to their problems.

Responsibilities
Provide responses to telephone inquiries in a courteous and professional manner, and appropriately document all interactions
Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy rules, and responding to numerous inquiries.
Utilize standard technology such as telephone, e-mail, and web browser to perform job duties
Maintain up-to-date knowledge of client regulations and policies.
Adheres to all privacy, quality, and time-based standards to provide prompt, high-quality service.
Responds to a wide range of public health inquiries received via phone, chat, or email regarding COVID signs and symptoms, transmission, risk reduction, symptom relief, use of vaccines, antivirals, and testing.
Assists callers in obtaining vaccine records and making appointments for vaccinations and testing.
Refers callers to appropriate online information resources and medical, psychosocial, and support services in their communities.
Appropriately uses TTY and language translation services, as needed.
Notifies supervisor of a problem or chronic callers as well as citizen complaints and information needed to be added to the knowledge database
Assists as needed for special COVID projects
Responds to inquiries and information on additional services to the public, including Vital Records Immunization calls, WIC (Women Infant and Children) calls, and EPI Services
Qualifications
Background or education in public health, communicable disease, psychology, sociology, health education, or nursing preferred.
High School Diploma or equivalent required
Minimum six (6) months of customer service experience required
Ability to work within established turnaround times
Ability to exhibit a professional, positive attitude and work ethic.
Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals
Ability to show empathy to distressed individuals
Excellent organizational and communication skills
Ability to speak, read, and write English
Critical thinking and sound judgment required
Ability to handle confidential information with discretion and professionalism
Proficiency with computers
PREFERED QUALIFICATIONS:

Background or education in public health, communicable disease, psychology, sociology, health education, or nursing preferred
Minimum six (6) months of customer service experience required
Proficiency in languages other than English is a strong plus (especially Spanish)
TECHNICAL REQUIREMENTS:

Experience using Google Workspace
User provided home high-speed internet connection. (Minimum 25Mbps)
A headset is recommended
Must have a quiet, dedicated workspace
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:

Employees must have the ability to perform the following physical demands for extended periods with or without assistance

This position requires the use of a computer screen for extended periods.
This position requires the ability to remain in a stationary position (standing and/or seated) the majority of the time
This position requires viewing a computer screen/monitor
This position requires utilizing a keyboard
This position requires the ability to answer phone/make calls
Contact center operations are Monday through Friday, but may include evenings and weekends, depending on project needs

APPLY HERE