Call Center Agent/Case Manager
Call Center Agent/Case Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
CDR Health Care Inc. is hiringCall Center Agents/Case Managers to provide vital support by managing customer inquiries applications and cases from start to finish. This role will be responsible for handling both inbound and outbound calls answering questions offering detailed guidance and ensuring timely and accurate resolution of customer issues. Successful candidates will demonstrate strong communication skills attention to detail and the ability to navigate complex situations with professionalism and empathy in a fast-paced environment.
This is a remote position; however candidates must be located in Miami FL for onsite training at our corporate office.
ESSENTIAL FUNCTIONS:
- Receive and document incoming customer cases applications and inquiries via phone email or other communication channels.
- Evaluate the nature urgency and complexity of each case to ensure appropriate prioritization and categorization.
- Gather detailed information from customers to thoroughly understand the issue and its context.
- Maintain consistent communication with customers throughout the case lifecycle keeping them informed about progress actions taken and expected resolutions.
- Record detailed case notes actions taken and resolutions in the companys case management system.
- Apply critical thinking and problem-solving skills to identify root causes and recommend solutions that prevent future similar cases.
- Make well-informed decisions that balance customer satisfaction and company policies
- Handle inbound and outbound calls from customers addressing their queries concerns and requests professionally and courteously.
- Identify and assess customers needs actively listen to their concerns and provide effective solutions or guidance.
- Troubleshoot technical problems escalating complex issues to higher levels of support when necessary.
- Acquire in-depth knowledge of the companys services policies and procedures to effectively address customer inquiries.
- Adhere to established call center scripts processes and guidelines to ensure consistent customer service.
- Other duties that may arise from time-to-time and/or are commensurate with the title and position.
Requirements
- High school diploma or equivalent required; additional education or certifications in customer service healthcare or case management is a plus.
- Flexibility to work a variable schedule including evenings or weekends as needed.
- Proven experience providing customer service over the phone preferably in a call center or case management setting.
- Familiarity with case management systems and tools with the ability to learn new software quickly.
- Proficient in Microsoft Outlook and the Microsoft Office Suite (Word Excel etc.).
- Strong verbal and written communication skills with the ability to interact effectively with a diverse range of individuals and in varied settings.
- Ability to remain calm composed and effective in high-pressure situations or emergencies.
- Committed to maintaining strict customer confidentiality and handling sensitive information appropriately.
- Strong decision-making skills with the ability to use sound judgment in resolving issues.
- Demonstrated ability to manage multiple tasks simultaneously in a fast-paced environment while meeting deadlines.
- Resilience under pressure with excellent organizational and time-management skills.
CDR Health is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.
Required Experience:
Manager
Employment Type
Temp
