Customer Call Center Representative III - San Antonio
Company: Careerbuilder-US
Location: Falls City
Posted on: January 27, 2023
Job Description:
This position is not remote and located out of San Antonio,
TX.
Do you want a job that makes a difference in other's lives? - Do
you enjoy helping people? - How about helping our Nation's Heroes?
- This is the job for you...
At QTC, the nation's largest provider of disability and
occupational health examination services, we are PASSIONATE about
our country's veterans, UNITED as a team and INSPIRED to make a
difference.
We offer meaningful and engaging careers to support you and your
career goals, all while nurturing a healthy work-life balance, and
we are proud to provide an employment package that attracts,
develops and retains the best talent:
- Competitive compensation and quarterly bonuses
- Tuition reimbursement
- A 50% company match of your pre- and post-tax contributions up
to 6% of your salary, including immediate vesting of company
contributions
- Generous paid time off (minimum of 14 days/year), as well as 9
paid holidays
- Access to flexible benefits, including health and wellness
programs, long and short term disability, an employee assistance
program, employee referral bonuses, credit union access and
flexible spending accounts
- An inclusive and ethical work place
Pay Range:
Established start rate -$18.87/ -per hour
Starting Shift:
Monday through Friday, 11:00am - 8:00pm CST
Job Summary:
Responsible for answering, processing, and documenting all calls
from customers and representatives. Acts as service liaison between
the customer and internal operational staff, and delivers
exceptional customer service at all touch points.
Essential Duties and Responsibilities:
- Provides clients with customer service by determining call
requirements, responding to inquiries, resolving customer issues
and fulfilling customer requests
- Triages customer needs to include verification of demographics,
appointment inquires, and mileage check inquires
- Clarifies customer inquiries by researching, locating, and
providing information to the appropriate entities
- Resolves customer concerns and appropriately escalates any
unresolved matters in a timely manner to the next appropriate
department or level
- Promotes electronic communication services by recognizing
opportunities to utilize advanced case management
technology
- Accurately documents all call information in case management
system according to standard operating procedures
- Efficiently utilizes tools and available resources such as:
ECW, UCM, examinee portal, and other tools as necessary
- Any other duties as assigned
Competencies:
- Ability to prioritize customer follow up calls when
necessary
- Adaptable with the ability to follow standardized process
workflow on a daily basis
- Provide exceptional customer service to both internal and
external customers
- Strong knowledge of administrative processes
- Demonstrated ability to work as a team member as well as an
individual contributor
- Ability to interact with all levels of staff
- Ability to effectively manage competing priorities in a fast
paced environment
- Proficient in relevant computer applications (i.e. call center
phone systems, Electronic Scheduling software) with an ability to
learn new software quickly
- Excellent data entry and typing skills
- Ability to work various shifts and hours to cover multiple
times zones
Education and/or Experience: (includes certificate & licenses)
- Must be able to successfully pass National Agency Check with
Inquiries (NACI) background investigation
- Call center, over the phone customer service and/or scheduling
experience preferably in a medical office required -
Employment as a Customer Call Center Representative will include
successful completion of a 90-day probationary period during which
you will be given objectives to achieve. This timeframe lets you
assess your readiness for the position as well as allows QTC to
determine your ability to successfully perform the job. You will be
provided objectives, documentation, training and performance
feedback during the 90-day probationary period as part of your
assimilation to the role. After successfully completing the 90-day
probationary period, you will be considered a permanent employee.
-
QTC Management Inc. is a VEVRAA Federal contractor and an Equal
Opportunity Employer. The company has an ongoing commitment to
affirmative action and the creation of a workplace free of
discrimination, harassment and retaliation. The company recruits,
hires, trains, and promotes individuals in all job titles without
regard to race, color, creed, religion, ancestry, national origin,
age, sex, pregnancy, sexual orientation, gender identity, genetic
information, people with disabilities protected under law, and
protected veteran status.ExperienceRequired
- 3 - 5 years: Call center or scheduling experience preferably in
a medical office Preferred
- Previous medical office/call center experience is
preferredEducationRequired
- High School Diploma or better
- GED or betterSkillsPreferred
- Problem Solving
- Customer Service
- Executing Multiple Tasks
- Written Communication
- Verbal Communication
- Organization
- Excel
- Word
- Medical Terminology
- MS Office
- Multi-line phoneBehaviorsPreferred
- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all
details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or
integrityMotivationsPreferred
- Work-Life Balance: Inspired to perform well by having ample
time to pursue work and interests outside of work
- Self-Starter: Inspired to perform without outside help
- Growth Opportunities: Inspired to perform well by the chance to
take on more responsibility
- Goal Completion: Inspired to perform well by the completion of
tasksEqual Opportunity Employer/Protected Veterans/Individuals with
DisabilitiesThe contractor will not discharge or in any other
manner discriminate against employees or applicants because they
have inquired about, discussed, or disclosed their own pay or the
pay of another employee or applicant. However, employees who have
access to the compensation information of other employees or
applicants as a part of their essential job functions cannot
disclose the pay of other employees or applicants to individuals
who do not otherwise have access to compensation information,
unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding,
hearing, or action, including an investigation conducted by the
employer, or (c) consistent with the contractor's legal duty to
furnish information. 41 CFR 60-1.35(c)
Keywords: Careerbuilder-US, San Antonio , Customer Call Center Representative III - San Antonio, Other , Falls City, Texas
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