$16-$21 per hour depending on experience. Must have the ability to work a flexible work schedule (including evenings and weekends).

Under the supervision of the Member Service Manager, these positions are responsible for the delivery of superior customer service by ensuring calls, chats and emails are answered effectively and efficiently throughout the day. The primary functions of this role are supervising overall communications for assigned offices including call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Member Services Representatives with any client related questions and ensuring the Reps’ adherence to schedules, policies and procedures. These position will assist in training new Member Services Representatives on job-specific roles and responsibilities.

MAJOR RESPONSIBILITIES

Handles escalated calls.

Delegates work to other home based representatives as needed.

Monitors Representatives for quality and training purposes.

Conducts Call Quality Audits

Handles system emergencies with direction from IT department and/or appropriate vendor.

Monitors call traffic and makes adjustments based on call center traffic patterns.

Performs other related duties and special projects as requested.

Requirements

Ability to maintain a separate, home-based office.

Analytic ability to organize and prioritize work to meet deadlines

Strong computer application skills including Microsoft Word, Excel and Visio

Excellent written and verbal skills required

Good judgment, initiative and problem solving abilities

Ability to handle and resolve complex issues with little assistance

Ability to perform multiple tasks simultaneously

Ability to communicate effectively

Proficient telephone, customer service, communication and documentation skills required.

Three years direct customer service experience preferred

Two years prior call center experience preferred.