About the job
Job Overview – Call Center Representative (Hybrid):
We’re seeking a Call Center Representative based in Albany, New York, to provide top-tier customer support by addressing inquiries, resolving tickets, and ensuring exceptional service, especially for individuals with disabilities. This hybrid position demands excellent communication skills, a keen eye for detail, and at least one year of call center experience to facilitate seamless customer interactions.
Responsibilities as the Call Center Representative (Hybrid):
- Customer Service: Professionally manage inbound and outbound calls, address inquiries, and provide timely follow-ups to ensure customer satisfaction.
- Ticket Resolution: Efficiently resolve support tickets, document interactions, and maintain accurate records for audits and internal tracking.
- Clear Communication: Respond to calls, emails, and written inquiries in a courteous and program-compliant manner.
- Program Mastery: Gain an in-depth understanding of program rules and systems to offer knowledgeable assistance to customers.
- Administrative Support: Assist with tasks such as routing communications, managing emails, and completing additional administrative responsibilities.
Qualifications for the Call Center Representative (Hybrid):
- Education: High school diploma required.
- Experience: Minimum 1 year of call center customer service experience (Medicaid/Medicare experience preferred).
- Skills: Strong verbal and written communication, troubleshooting, and time management skills (bilingual abilities are a plus).
- Technical Proficiency: Competency in Microsoft Windows, Excel, and Word, with the ability to handle high call volumes and use technology effectively.
- Attributes: Detail-oriented, articulate, and efficient in fast-paced settings, with proven ability to assist individuals with disabilities.
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