Contact Center Agent

For more than 95 years, this client has been caring for New Yorkers in need from all backgrounds and walks of life. As one of the oldest not-for-profit organizations in the country, our Program of All-Inclusive Care for the Elderly is also the largest not-for-profit program of its kind in the nation.

Our team is searching for a Contact Center Specialist who is responsible for receiving, triaging, processing, and investigating all inbound phone and email inquiries. The role ensures that requests are resolved in a timely and efficient manner while complying with relevant policies and procedures. The Contact Center Specialist is expected to develop and maintain strict confidentiality regarding findings from case investigations related to highly sensitive and confidential issues reported by callers.

Special Talents

• Outreach to inquiring callers to keep them informed about the status or resolution of their issues/requests.
• Conduct quality validation calls, capture and modify any missing demographic information submitted by the PACE staff, and communicate key updates to all parties to ensure deliverables are achieved for the participant.
• Assist the supervisor with various administrative tasks, including providing training to staff and managing and handling escalated calls as needed.
• Actively track outstanding caseloads and prioritize escalated issues, disputes, and replacement requests as assigned on the worklist.
• Provide general administrative oversight support as needed.
• Maintain departmental quality and productivity goals.
• Adhere to company and department policies and procedures.
• Comply with all applicable compliance requirements and the Code of Conduct.

Skills/Abilities:

• Ability to pass a typing test with at least 45 WPM.
• 1 2 years of experience in customer service, quality.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Organized, results oriented team player.
• Strong verbal/telephone communication skills with a focus on reaching decision makers.
• Proficient in MS Office.

Education:

• Associate's Degree preferred or equivalent relevant customer service, quality, and auditing experience preferred.