Work from Home Customer Experience Representative – Hiring in all States

We are seeking a Customer Experience Representative to join our Inbound Contact Center team. This individual will be responsible for answering incoming calls to schedule same day or next day appointments with our Responders.

This is a full-time hourly position that reports to the Customer Experience Supervisor.

What you’ll do:

  • Evaluate the needs of the caller to determine the best course of action to assist in scheduling an appointment
  • Transfer/refer caller to appropriate entities according to the established guidelines
  • Facilitate the fulfillment of caller requests for materials via chat, email, or intake form
  • Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
  • Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers
  • Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all processes and systems
  • Meet quality assurance (QA) and other key performance metrics
  • Utilize databases and written materials to look up and provide information to telephone inquiries
  • Respond to telephone inquiries within the set departmental staffing and time parameters

What you should have:

  • High school or equivalent (Preferred)
  • Customer Service: 1 year (Preferred)
  • U.S. Citizenship required
  • Effective communicator with strong ability to provide empathy and excellence customer experience
  • Strong data entry and telephone skills
  • Proficient internet search skills
  • Working knowledge of Microsoft Office and ability to learn and utilize software applications
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Excellent listening, comprehension, communications (verbal and written) problem solving and customer service skills
  • Ability to perform comfortably in a fast-paced work environment
  • Ability to successfully execute many complex tasks simultaneously
  • Ability to work as a team member, as well as independently
  • Previous experience with computers, phone systems, and headsets preferred

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