Job Description

• Agents will be responsible for receiving inbound calls and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. Agent will need to be articulate, patient, and possess the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition.

  ESSENTIAL RESPONSIBILITIES AND DELIVERABLES

  · Provide customer support through technical competence and effective communication skills.

  · Provide “best in class” customer experience on every customer interaction.

  · Troubleshoot the customer’s problems using the tools provided and troubleshooting knowledge.

  · Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.

  · Able to identify and escalate customer issues with empathy.

  CRITICAL WORKING RELATIONSHIPS

  · Work closely with internal HBO and external Consumer customers

  · Accept feedback from Quality Analysts, supervisors, and other sources

EXPERIENCE/KNOWLEDGE/SKILLS:

• 1 year or more inbound call center experience
• Prior medical or health insurance experience
• Knowledge of medical terminology helpful
• Former sales experience

EQUIPMENT QUALIFICATIONS:

· Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor

· Webcam Required

· No Tablets or Chromebooks

· Computer Type: PC compatible (no MACs)

· Minimum OS Version: Windows 10 (with all recent updates)

· Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors

· Minimum RAM: 4GB or greater

· Minimum Graphic Resolution: 1024×768

· Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)

· Monitor Size: 17 inches or larger

· Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)

· Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)

· Internet Speed: High Speed internet access, 10MBPS upload/download minimum

· Anti-virus Software: Must have a current compatible version installed

· USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets

Company Description

Bridging the gap between people and opportunities.