Customer Service Agent

Description

CTG is growing our Gold Standard Customer service team – if you enjoy working in a fast-paced environment, providing excellent customer service, and working remotely – please apply! Immediate openings include customer service phone support agents who are ready to receive incoming calls regarding the termination of the provider insurance contracts for our client.

Location: Remote

Duration: 2 months

Overview:

The agents will serve as the first point of contact for our client’s customers by receiving incoming phone calls and answering questions appropriately based on an FAQ list provided by the customer. The customer service representative will enjoy working in a high-paced environment where courteous and helpful phone etiquette is expected. The customer support representative strives to meet performance and quality expectations. The customer support representative will also use all available knowledge base resources to fully answer any questions related to the Anthem insurance contract termination with the UCs whenever possible.

Time off for this short-term engagement will be limited to no time off during training and the first two weeks of go-live. After that, time off will be limited to 10 hours/month.

The person hired to fill this short-term role will also be eligible to earn a bonus in the event they satisfactorily meet all project expectations and complete the project in its entirety.  The bonus compensation will be equal to $3.00 for every hour worked on the project and will be paid out within two weeks of the project end date.         

Skills:

• Have experience meeting performance and quality expectations.
• Able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
• Be a strong problem solver and use all available knowledge base resources to fully troubleshoot and resolve whenever possible.
• Manage inbound calls in a timely manner with respect and professional courtesy.
• Manage large amounts of inbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets

Qualifications:

• Exceptional Customer Service Skills
• Experience with working in a fast-paced call center environment
• Experience de-escalating customer concerns and complaints
• Extensive experience with answering questions related to payor insurance contract reimbursements
• Charismatic individual with strong collaboration skills
• Ability to establish rapport quickly on short-term projects
• Strong written and verbal skills to communicate with customers and relay problems to Level 2 support and management
• Aptitude to communicate professionally and respectfully with team members and customers
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Comfortable using a computer and is able to explain to others how to navigate in order to reach a specific website
• Previous remote work experience (preferred)
• Prior use of Talk Desk or Amazon Connect or other web-based virtual contact center application (preferred)

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Emily Drew at 716-887-3417 or [email protected]. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $19.50/hr to $24.50/hr.  Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained.  In addition to salary, a competitive benefit package is also offered.

Pay Range

USD $24.00 – USD $24.50 /Hr.

About Us

CTG is a leading provider of digital transformation solutions and services that accelerate clients’ project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It’s a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.