Job Description

IN THIS ROLE YOU WILL TAKE YOUR EXEMPLARY CUSTOMER SERVICE SKILLS, PATIENCE, UNDERSTANDING AND COMPASSION TO ANSWER INBOUND PHONE CALLS FOR OUR CLIENTS' MEMBERS OR CUSTOMERS. WE OFFER THE OPPORTUNITY FOR YOU TO EARN ADDITIONAL CASH INCENTIVES IN ADDITION TO YOUR BASE PAY (E.G., DEPENDING ON THE CLIENT/PROGRAM YOU ARE ASSIGNED, YOU COULD EARN INCENTIVES FOR: OVERACHIEVING PERFORMANCE, UPSELL AND SOLUTION SELLING, ETC.). WE OFFER MEDICAL, DENTAL, VISION, AND 401K BENEFITS AS WELL AS EARNED PTO. SALARY UP TO XXUSD DEPENDING ON EXPERIENCE.

JOB RESPONSIBILITIES

• Professionally handle outbound calls
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services
• Ability to utilize and navigate multiple systems simultaneously
• Be dependable and meet all attendance requirements
• Resolve customer issues via one call resolution guidelines and/or escalated process
• Meet or exceed company and client performance metrics
• Maintain a balance between company policy and client benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Responsible for call disposition or compiling and documenting customer information as required

QUALIFICATIONS

• Dedicated area to work from in your home
• Internet speed requirement of 20 Mb/s for download speeds and 5 Mb/s for upload speeds (Wireless access is not permitted)
• Demonstrated passion for excellence with respect to treating and caring for customers, especially senior citizens
• Strong decision making and analytical abilities
• Ability to identify customer needs and clearly articulate products and services
• Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime
• Highly developed sense of integrity and commitment to customer satisfaction
• Be a team player

SYSTEM REQUIREMENTS FOR WORK AT HOME:

The employee is responsible for purchasing/using their own equipment per specifications below:

• Flat screen 19” monitor(s) – quantity to be determined by client
• Processor: i5-6500 Intel 3.2 Ghz (minimum)
• Memory: 8GB
• Hard Drive: 250GB
• Video card, sound card, wired mouse, wired keyboard
• Operating System: Windows 7 or above
• Wired Ethernet connection
• PC Supports dual monitors
• Plantronics Blackwire C5220 (may be purchased at a discount from Everise preferred vendor)
• Igel USB Key will be provided for access to Everise’s network
• Employee is responsible for maintaining current anti-virus definitions and OS updates
• Twice a year the employee will be required to complete a workstation audit to ensure all requirements are being met

IF YOU’VE GOT THE SKILLS TO SUCCEED AND THE MOTIVATION TO MAKE IT HAPPEN, WE LOOK FORWARD TO HEARING FROM YOU. BECOME A FAN TODAY AND BE ON YOUR WAY TO A REWARDING CAREER!