Call Center Representative/Customer Service
RPO Inc RPO Inc El Paso, TX El Paso, TX Contract Contract $15 - $17 an hour $15 - $17 an hour Title:
Bilingual Customer Service Advocate I Location:
REMOTE Duration:
3 months contract with potential extension or FTE Target Start Date:
01/22/2024 Shift:
Classroom Training:
9:
00 AM - 6:
00 PM CST (2 Weeks) Nesting Training:
11:
30 AM - 8:
00 PM CST (3 Weeks with rotating weekends) Production Schedule Open Availability and Flexibility (looking to hire Mid Shift) Non-Negotiable Requirements:
MUST HAVE 100% ATTENDANCE NO TIME OFF ALLOWED DURING TRAINING Must be flexible to work any hours whether morning, day, evening and overnight, weekends and holidays.
Schedules can vary drastically since we are 24/7 operation to include working weekends and holidays.
Candidates need to be locked down on working afternoon and night shifts.
Actual shift info will be sent (three options) before starting and they will get 1st, 2nd, 3rd choice.
They need be locked down on being flexible and not working 1st shift.
Walk me through the day to day responsibilities of this the role and a description of the project:
These openings are for supporting the call volume for our internal and external health plans.
Answer incoming heatlhcare contact center calls and route appropriately to clinical staff.
Gather and verify demographic information and document calls using standard computer software and systems.
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance.
Answer inbound call and make outbound calls according to department policies and procedures.
Use active listening skills and interviewing techniques to accurately identify caller's presenting concerns.
Identify and employ alternative approaches to communicate with callers when encountering barriers.
Describe the performance expectations/metrics for this individual and their team:
During training - attendance is key metric.
Need to attend training 100% of the time for the first 2 weeks, any days missed will result in valuable information missed that make it difficult to catch up.
There is a set curriculum and agenda.
Candidates who miss training time have not historically been successful in the role.
5 weeks post-training:
Quality, Adherence, Productivity, Documentation, Attendance will be measured regularly.
Tell me about what their first day looks like:
Day 1:
Complete initial new hire orientation modules for the first half day, then curriculum and agenda for next few weeks will be presented during the second half of day 1 2 weeks of in-class training, phones for 2 weeks, then in-class training to finish materials Final nesting period before starting production schedule What previous job titles or background work will in this role? Call center, customer service/retail experience - due to nature of needing to be available to work on holidays (operations is 365 days/year) Required Skills/Experience/Education:
Bilingual Spanish & English (Fluent) Call Center Representative Experience Required Must take and pass Spanish Assessment upon application / Spanish Scenario questions Must be Flexible in schedules (365 day operations, including holidays) Mus be able to attend first 2 weeks of training with no time missed Proficiency in Microsoft Office, Typing 35 WPM, Multitasking with multiple systems/monitors High speed internet, quiet workspace at home to take calls and GOOD ATTENDANCE High School Diploma or GED required.
Must send typing test result (typingtest.
com) and Internet Speed Test (speedtest.
net) Job Type:
Contract Salary:
$15.
00 - $17.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Holidays Weekends as needed
Experience:
Call Center:
1 year (Required) Language:
Spanish (Required) Ability to Relocate:
El Paso, TX:
Relocate before starting work (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
Bilingual Customer Service Advocate I Location:
REMOTE Duration:
3 months contract with potential extension or FTE Target Start Date:
01/22/2024 Shift:
Classroom Training:
9:
00 AM - 6:
00 PM CST (2 Weeks) Nesting Training:
11:
30 AM - 8:
00 PM CST (3 Weeks with rotating weekends) Production Schedule Open Availability and Flexibility (looking to hire Mid Shift) Non-Negotiable Requirements:
MUST HAVE 100% ATTENDANCE NO TIME OFF ALLOWED DURING TRAINING Must be flexible to work any hours whether morning, day, evening and overnight, weekends and holidays.
Schedules can vary drastically since we are 24/7 operation to include working weekends and holidays.
Candidates need to be locked down on working afternoon and night shifts.
Actual shift info will be sent (three options) before starting and they will get 1st, 2nd, 3rd choice.
They need be locked down on being flexible and not working 1st shift.
Walk me through the day to day responsibilities of this the role and a description of the project:
These openings are for supporting the call volume for our internal and external health plans.
Answer incoming heatlhcare contact center calls and route appropriately to clinical staff.
Gather and verify demographic information and document calls using standard computer software and systems.
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance.
Answer inbound call and make outbound calls according to department policies and procedures.
Use active listening skills and interviewing techniques to accurately identify caller's presenting concerns.
Identify and employ alternative approaches to communicate with callers when encountering barriers.
Describe the performance expectations/metrics for this individual and their team:
During training - attendance is key metric.
Need to attend training 100% of the time for the first 2 weeks, any days missed will result in valuable information missed that make it difficult to catch up.
There is a set curriculum and agenda.
Candidates who miss training time have not historically been successful in the role.
5 weeks post-training:
Quality, Adherence, Productivity, Documentation, Attendance will be measured regularly.
Tell me about what their first day looks like:
Day 1:
Complete initial new hire orientation modules for the first half day, then curriculum and agenda for next few weeks will be presented during the second half of day 1 2 weeks of in-class training, phones for 2 weeks, then in-class training to finish materials Final nesting period before starting production schedule What previous job titles or background work will in this role? Call center, customer service/retail experience - due to nature of needing to be available to work on holidays (operations is 365 days/year) Required Skills/Experience/Education:
Bilingual Spanish & English (Fluent) Call Center Representative Experience Required Must take and pass Spanish Assessment upon application / Spanish Scenario questions Must be Flexible in schedules (365 day operations, including holidays) Mus be able to attend first 2 weeks of training with no time missed Proficiency in Microsoft Office, Typing 35 WPM, Multitasking with multiple systems/monitors High speed internet, quiet workspace at home to take calls and GOOD ATTENDANCE High School Diploma or GED required.
Must send typing test result (typingtest.
com) and Internet Speed Test (speedtest.
net) Job Type:
Contract Salary:
$15.
00 - $17.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Holidays Weekends as needed
Experience:
Call Center:
1 year (Required) Language:
Spanish (Required) Ability to Relocate:
El Paso, TX:
Relocate before starting work (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
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