Job Description
This is a part-time role averaging 20 hours per week, therefor ineligible for benefits. This position is remote, but the employee must reside in Indiana.
Position Purpose:
The purpose of the Engagement Specialist – Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.
Competencies/Duties:
- Conduct inbound and outbound customer interaction support.
- Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
- Utilize reference materials to take ownership of customer issues and drive resolutions.
- Document all customer interactions according to standard operating procedures.
- Provide customers with prompt and accurate customer service.
- Identify, escalate, and route priority issues to appropriate resource(s).
- Meet department expectations and key performance indicator goals.
- Participate in continuous quality improvement initiatives.
- Train junior engagement specialists.
- Manage multiple client projects.
Requirements
Position Requirements/Abilities:
- Working knowledge of computer operations
- Strong interpersonal skills
- Effective verbal and written communication skills
- Ability to communicate effectively with people from diverse population
- Ability to problem solve and adapt to changing environment
- Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
- Typing skills of 35-40 wpm, preferred
- Ability to use multi-screen
- Ability to work a flexible schedule
- Ability to multi-task
- Medicaid managed care of insurance industry, preferred
- Managing customer concerns and sales experience, preferred
Education, Work Experience, Licensure:
- High school education or equivalent
- 3-4 years of strong customer service experience preferably in a contact center environment
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Contacts:
- Engaging Solutions employees
- Internal/External Clients
Environment/Physical Demands:
- Must be able to speak, hear, see, read, write, type, dial, reach, and bend
- This position is full time, minimum of forty hours per week
- A combination of day, evening, and weekend hours are required
