Call Center Representative

The Customer Service Representative has many layers and components as we are heavily integrated with each function in Fiscal Intermediary Processing & Support Services and the company as a whole.

Working with a high volume of inbound and outbound calls, we are the “face and voice” of the company and as such; are first to hear of problems needing resolution; providers of program related resource information; and liaisons to other departments within the company. 


* Call center and phone customer service experience highly preferred


* Bilingual preferred: Fluent in English and all languages  


* Stoughton office location


* 3 months required in person for training, hybrid after training


* Full time, 35 hours a week


* Monday - Friday, 8:30am - 4:30pm

Essential Functions


* Answers consumer inquires by utilizing multiple modules and programs to assist in first call resolution


* Ability to learn, retain, and apply information based on training materials, which support program related topics


* Liaison to other departments within the company

 

Competencies


* Ability to multitask
+ Speak on call while reading notes
+ Utilize appropriate modules for research purposes
+ Engaging the caller while researching
+ Notation during the call


* Professional, friendly and understanding of the consumer’s situation


* Attentive to details


* Ability to work efficiently as a team player


* Ability to work independently


* Working ability to problem solve 


* Punctual and dependable

Preferred Experience


* Call Center and customer service experience highly preferred


* Bilingual a plus

Required Education


* High School Diploma or equivalent

Work Environment


* This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands


* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.



* While performing the duties of this job, the employee is regularly required to talk and/or hear.  The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

 

Travel


* No travel is required for this position.

Other Duties

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.