Overview
Customer Call Center Representative I (TC) Jobs in San Antonio, TX at QTC Management, Inc.
Job Summary:
Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.
Essential Duties and Responsibilities:
Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
Accurately documents all call information in case management system according to standard operating procedures
Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
Any other duties as assigned
Competencies:
Ability to prioritize customer follow up calls when necessary
Adaptable with the ability to follow standardized process workflow on a daily basis
Provide exceptional customer service to both internal and external customers
Strong knowledge of administrative processes
Demonstrated ability to work as a team member as well as an individual contributor
Ability to interact with all levels of staff
Ability to effectively manage competing priorities in a fast paced environment
Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
Excellent data entry and typing skills
Ability to work various shifts and hours to cover multiple times zones
Education and/or Experience: (includes certificate & licenses)
High School Diploma or GED
0-1 years of Call center or scheduling experience preferably in a medical office
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Pay and Benefits:
Pay rate: $17.20
Quarterly bonus potential
The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here: Join Our Team | Jobs & Career Opportunities | Leidos QTC Health Services (qtcm.com).
Leidos QTC Health Services. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.
This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.
Experience
Required
Less than 1 year(s): Relevant Experience
Preferred
Customer Service Experience
Education
Required
High School Diploma or better
GED or better
Skills
Preferred
Sense of Urgency
Problem Solving
Interpersonal
Team Player
Written Communication
Verbal Communication
Organization
Excel
Word
Medical Terminology
MS Office
Multi-line phone
Behaviors
Preferred
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
Self-Starter: Inspired to perform without outside help
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Goal Completion: Inspired to perform well by the completion of tasks
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Title: Customer Call Center Representative I (TC)
Company: QTC Management, Inc.
Location: San Antonio, TX
