Call Center Representative

Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1)

Salary Range: $18.00–$19.50 per hour

Remote Work Location Requirement

Please do not apply if you do not currently reside in one of the following states:

·      Florida

·      Georgia

·      Indiana

·      North Carolina

·      Oklahoma

·      Pennsylvania

·      Virginia

Applicants residing outside of these states will not be considered.

About Phoenix Data Corporation

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members.

Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners.

This is a permanent, full-time remote position that will cross-training across multiple client campaigns, including phone and chat support as business needs require.

Position Summary

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. This is not a high-volume contact center.  While some calls may be less time consuming, some require detail, research, and probing questions. All tickets/case notes require correct descriptions and appropriate attachments, and all calls should be handled with exceptional customer experience.

Representatives are expected to take ownership of each customer interaction by utilizing available resources, operational documentation, knowledge base tools, troubleshooting techniques, and critical thinking skills to achieve high one-call resolution whenever possible.

This position requires representatives to research issues, educate customers, resolve concerns within their scope of support, and thoroughly document all actions taken. While some situations require escalation, unnecessary transfers should be minimized through effective problem solving, resource utilization, and adherence to client and company procedures.

Representatives support inbound customer service calls and occasional outbound follow-up involving technical assistance, portal access, billing questions, enrollment support, account research, and issue resolution.

This role requires a high aptitude for learning, the ability to retain changing processes, exceptional multitasking skills, and the flexibility to become cross-trained across multiple client campaigns while maintaining compliance with client-specific and state-specific requirements.

Essential Responsibilities

·      Handle high-volume inbound customer interactions while delivering exceptional customer service. Some outbound calls transpire.

·      Take ownership of customer interactions from start to finish whenever possible.

·      Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.

·      Research issues thoroughly before determining if escalation is necessary.

·      Maintain effective call control while demonstrating empathy, professionalism, and active listening.

·      Ask probing questions to identify root causes and determine appropriate solutions.

·      Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers when cross trained between all campaigns and applications.

·      Accurately summarize every customer interaction within the CRM or ticketing system.

·      Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.

·      Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.

·      Attach supporting documentation to customer cases when appropriate.

·      Follow all client, state, and company policies while maintaining quality and compliance standards.

·      Monitor email and Microsoft Teams communications throughout the workday without reminders.

·      Adapt quickly to changing client processes and operational needs.

·      Meet productivity, quality, attendance, and schedule adherence expectations.

·      Support phone and chat channels as business needs require.

Soft Skills & Professional Communication

Success in this role requires exceptional interpersonal skills with customers, coworkers, leadership, and external partners.

Representatives must demonstrate:

·      Professionalism and emotional intelligence.

·      Active listening skills.

·      Empathy while maintaining call control.

·      Positive language and de-escalation techniques.

·      Strong verbal and written communication skills.

·      The ability to build rapport and trust quickly.

·      Professional collaboration with internal teams and external partners.

·      Flexibility in communication style while maintaining professionalism and company standards.

Professional Expectations

Employees are expected to demonstrate:

·      Professional maturity and accountability.

·      Flexibility and adaptability as business needs evolve.

·      Commitment to the position, assigned schedule, and attendance expectations.

·      Dependability and reliability in a remote work environment.

·      Willingness to accept coaching and continuously improve.

·      Ownership of responsibilities and follow-through on commitments.

·      Professional interactions with customers, coworkers, leadership, and external partners always.

Remote Work Expectations

Successful remote employees possess exceptional self-discipline and professionalism.

Employees must:

·      Demonstrate the maturity necessary to work independently without direct supervision.

·      Maintain focus and productivity throughout the workday.

·      Maintain a dedicated private workspace free from distractions and excessive background noise.

·      Be logged into all required systems and ready to work at their scheduled start time, what they would use as a commute is time to be logged in and ready, there is no grace period.

·      Maintain schedule adherence throughout assigned shifts.

·      Maintain reliable, hardwired internet connectivity.

·      Have access to a backup internet solution (mobile hotspot or alternate location) should primary internet service fail.

·      Communicate technical issues immediately and restore connectivity as quickly as possible.

Minimum Qualifications

·      High school diploma or GED required.

·      Minimum three (3) years of recent inbound contact center customer service experience within the last six years.

·      Experience in a high-volume contact center environment.

·      Ability to quickly learn multiple campaigns and changing business processes.

·      Strong troubleshooting and critical thinking skills.

·      Excellent documentation and organizational skills.

·      Strong verbal and written communication skills.

·      Excellent customer service and soft skills.

·      Ability to multitask across numerous systems simultaneously.

·      Ability to type 50 WPM accurately while speaking with customers.

·      Strong attendance history and dependability.

·      Experience using CRM platforms and contact center software.

·      Must successfully complete employment verification, professional reference verification, criminal background screening, drug screening, and remote system verification.

Preferred Qualifications

·      Healthcare customer service experience.

·      Government program experience.

·      Technical support experience.

·      Previous remote contact center experience.

·      Bilingual skills are a plus.

Remote System Requirements

·      Windows 11 desktop or laptop computer (2 years old or newer)

·      Minimum 16 GB RAM

·      Ability to support dual monitors and wired headset connections

·      Ethernet (hardwired) internet connection

·      Minimum 50 Mbps download speed

·      Minimum 10 Mbps upload speed

·      Functional keyboard and mouse not on laptop

·      Virus protection and firewall software installed (our company runs these as well)

·      Backup internet solution (such as mobile hotspot or personal hotspot) in the event your primary internet service fails) – Points are assessed when you are unable to work due to outages and do not have back up services

Working Schedule

Schedule, Hours & Campaign Assignment

·      Orientation: One-day orientation, 8:00 AM–5:00 PM Eastern Time. Full attendance is required.

·      Initial Training: Initial training is anticipated to be five (5) business days, 8:00 AM–5:00 PM Eastern Time. Full attendance and participation throughout training are required.

·      First 90 Days – Mandatory Attendance: Regular attendance during the first 90 days of employment is mandatory. Any pre-planned time off that would occur during your first 90 days must be disclosed during your initial interview and approved in advance. Undisclosed or unapproved absences during this period may impact your continued employment.

·      Initial Regular Shift: Upon successful completion of training, the initial assigned work schedule will be 9:00 AM–6:00 PM Eastern Time, Monday through Friday.

·      Required Availability: This position requires availability to work an 8-hour shift between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday, based on business, client, campaign, and coverage needs.

·      Shift assignments are based on business and client needs. While the initial shift is 9:00 AM–6:00 PM ET, scheduled hours may change within the required availability window as operational needs change. There may be an occasion to work overtime.

·      Breaks and lunches are scheduled based on business needs, call coverage, call volume, and SLA requirements. Employees must remain flexible when break or lunch times need to be adjusted to maintain appropriate coverage.

·      This is a 40-hour, full-time position. Employees are hired to support the needs of the contact center and multiple campaigns. Hours may fluctuate slightly based on coverage, call volume, client requirements, and operational needs.

·      Call types, responsibilities, and campaign assignments may change as employees are trained and qualified to support additional campaigns.

·      Cross-training is progressive. Employees will master their initial campaign before moving into additional campaign training.

·      Once trained and qualified, employees are expected to maintain proficiency and compliance across all campaigns for which they have been trained.

·      Campaign assignments are determined by Phoenix Data Corporation based on client and operational needs. Agents do not select which campaigns they will or will not support.

·      Flexibility regarding schedule, coverage, break/lunch timing, call type, and campaign assignment is an essential requirement of this position.

*Note training times may be adjusted due to business needs

Benefits

·      Paid Time Off

·      Paid Holidays

·      Medical Insurance

·      Dental Insurance

·      Vision Insurance

·      Cross-training opportunities

·      Permanent full-time employment

Pre-Employment Requirements

Selected candidates must successfully complete:

·      Criminal background screening

·      Drug screening

·      Employment verification

·      Professional reference verification

·      Remote system compatibility verification

·      Internet speed verification

·      Typing assessment

Initial Regular Shift: Upon successful completion of training, the initial assigned work schedule will be 9:00 AM–6:00 PM Eastern Time, Monday through Friday. Required Availability: This position requires availability to work an 8-hour shift between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday, based on business, client, campaign, and cover.
8-hour shift