We are Hiring for Inbound Call Center Associates – Remote

Job Description

Role: Inbound Call Center Associates
Location: Remote/ Work from Home
Term: Long Term Contract…

Before you respondto this email, kindly read below points and this email thoroughly , and if you are good, please reply with resume attached for a Call Conversation:

WORKING FROM HOME EXPECTATIONS:

• Due to working on a remote basis, we must have a contact number to reach you on.
• You must have a secure, designated workspace, away from the rest of the residence.
• Your workspace must be free from distractions throughout your shift times.
• You must possess a reliable form of telephonic communication and internet services while working remotely.
• You must maintain a stable and sufficient internet speed. Download speed of 10 Mbps/upload speed of 10 Mbps. This connection should be hard wired and not wireless for security purposes.

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TRAINING PARTICIPATION:

• You will be expected to be on camera throughout the training session, excluding breaks.

SCHEDULE:

During Training:

8:00AM-4:30PM PST

After Training:

Call Center is open 7 days a week, 8:00am to 8:00pm EST. However, you will only work 8-hour shifts for a total of 5 days a week.

This can include shifts on Saturday/Sunday

BREAKS & LUNCH:

Break One: 15 minutes Lunch: 30 minutes Break Two: 15 minutes.

Additional details will be provided on day 1 of the training

ATTENDANCE / TIME OFF EXPECTATIONS:

100% presence is expected during the 4 weeks of training and 4 weeks of nesting. As such,

requested time off will not be approved during this time.

As a participant of the training program, you are expected to adhere to your training schedules per the training policy. If you are unable to adhere to your assigned schedule, you must obtain approval from the Trainer / Supervisor in advance of any requested schedule changes. This approval includes requests to be absent, as well as late arrivals to or early departures from work. Failure to obtain prior approval will result in the time missed from work being considered as either absence or tardy as well as training hours missed.

GRADED ASSESSMENTS & MOCK CALLS: As per the training policy you will review with your Trainer, assessments and mock calls may be required to pass training.

General Key Metrics for Call Center roles (keep in mind that some can vary based on client):

Average handle time, After Call Work, Quality, Schedule Adherence, Schedule Conformance, First Call Resolution

Job Duties:

• This position is for an Inbound Provider & Member services representative
• With the goal of first call resolution, the CSR Agent will address the needs of inbound callers according to the established call flows and work processes as supplied by the client and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.
• CSR agent must know when to reach out to internal partners and when/how to internally refer issues ranging from claims, provider searches, location of resources, obtaining an interpreter, processing billing payments, referring enrollment issues, and helping callers understand benefits.
• With a high level of accuracy and attention to detail, agents must have the ability to maintain professionalism while working within documentation guidelines, on proprietary software, utilizing dual screens and multiple applications. Agents are required to check two email accounts daily and stay up to date on call handling resources through continual document review and completion of mandated knowledge checks as assigned.
• Agents will live-document all caller interactions in accordance with Quality Assurance Guidelines and will maintain an average monthly rating as defined for the site.
• Agents will be in attendance for and 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 Adherence standards.
• Exceptional attention to detail and willingness to learn, adapt and interact with individuals who may be angry, frustrated or calling in to complain while helping to ease the abrasion between the member and the plan.
• Ability to work overtime and/or a flexible schedule based on business, client and/or account needs.

We are Hiring for Inbound Call Center Associates – Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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