Call Center Agent

Responsibilities:

Call Center Agent will adhere to their slated schedule and will be either on a call, or readily waiting for a call in order to maintain minimum Production and Schedule Adherence standards
Call Center Agent will be required to check two different email accounts daily, stay up to date on call handling resources, and complete mandated knowledge checks as assigned
Call Center Agent will be required to use a laptop and monitor and navigate multiple systems while assisting members

Provide exceptional service with an emphasis on first call resolution, the call center Agent will be ready to address and answer any question regarding member's health insurance with a high level of professionalism, accuracy and attention to detail
Call Center Agent will use critical thinking and reach out to any internal team or provider in order to assist callers and address their concerns
Call Center Agent will live-document all caller interactions in accordance with Quality Assurance Guidelines
Call Center Agent will need to verify their quality scoring as calls are graded, in order to confirm agreement or dispute any scoring

Qualifications:
Proficiency in Microsoft Word and Microsoft Excel required
Should have experience in using dual monitors, multiple applications, and phones simultaneously.
Strong people skills and must enjoy speaking with customers
Excellent written and verbal communication skills.
Excellent time management and organizational skills.
Accurate keyboard skills and proven ability to enter data at a required speed.
Minimum High School Diploma (or GED) required
Minimum 1 year experience in call center environment
Have some experience in Inbound Calling.